Develop content for training agents in all roles/processes, ensuring it meets the approved EU process.This can be done in all available media, ensuring it can be formatted for uploading in Mastercontrol. Act as the CS Gatekeeper for Mastercontrol, responsible for uploading, archiving and maintaining the accurate document version. Responsible for crafting the monthly assignment tasks in line with the agreed rollout plan.Liaise with resource planning and ensure all documents are assigned according to the training captured in the local skills matrix. Maintain Mastercontrol with leavers and starters by crafting/removing agents' job codes, roles, and training assignments.Maintain and provide training materials for agents on how to use Mastercontrol, find their tasks and sign off. Build and maintain relevant e-learning in English and local language if required, using the agreed software and style format. Work with relevant collaborators to maintain the LMS system (currently TFU), maintaining the e-learning materials, and providing training instructions for agents and supervisors on how to find and assign learning assignments. Develop relevant reports to show learning assignments completed/outstanding, meeting country restrictions and regularly share with the management teams to progress to completion. Support course development and maintenance, ensuring appropriate materials are available for agents in KM Pro, or as e-learning and uploaded in Mastercontrol. Work with the Compliance teams to support relevant audits, where audit findings are reported, work with the local Operations or Process/Training teams to follow up and resolve. Support the creation of Articles, FAQs,Decision trees, and quick links in KM Pro working within the guidelines using the style guide. Translate as needed into local language all relevant materials.Minimum Requirements/Qualifications:> 2 years of validated experience in a Customer Services environment.Ability to write clear training content on technical subjects.Presentation skills to meet all learning styles.Experienced in process improvement.Previous QMS experience, such as Mastercontrol.Proficient local language (dependent on recruitment location) and English.Non-Negotiable Hiring Criteria:Positive, "can-do" demeanor.Able to be self-sufficient and progress activities with limited supervision.Strong verbal and written communication skills.Excellent analytical and presentation abilities.Ability to support and coordinate multiple projects at the same time.Ability to work independently, seeking help when needed, and creatively solving problems when help is not available.Comfortable in handling ambiguity.Ability to travel occasionally.Shows a clear example of a quality focus and demeanor.Demonstrates conceptual thinking and working.#J-18808-Ljbffr
