What are the responsibilities and job description for the Internal **ONLY**- Quality Analyst position at Atento?
Job Summary:
We are seeking a motivated and experienced Quality and Training Subject Matter Expert (SME) to join our team. This role will focus on ensuring the highest standards of quality across processes while providing expert-level training and support to new and existing team members. The SME will also be responsible for offering on-the-floor support during the evening shift from 6:00 PM to 8:00 PM to assist with real-time queries and challenges faced by team members.
Key Responsibilities:
Requirements:
Preferred Qualifications:
If you are passionate about quality, training, and providing support to ensure team success, we would love to hear from you. Apply today to be a part of our dynamic team!
We are seeking a motivated and experienced Quality and Training Subject Matter Expert (SME) to join our team. This role will focus on ensuring the highest standards of quality across processes while providing expert-level training and support to new and existing team members. The SME will also be responsible for offering on-the-floor support during the evening shift from 6:00 PM to 8:00 PM to assist with real-time queries and challenges faced by team members.
Key Responsibilities:
- Quality Management:
- Monitor and evaluate employee performance based on established quality metrics.
- Conduct regular audits to ensure compliance with processes, standards, and policies.
- Provide actionable feedback and work with team members to improve quality and performance.
- Training & Development:
- Design, implement, and deliver training programs for new hires and existing team members.
- Collaborate with leadership to identify skill gaps and develop effective training solutions.
- Ensure all training materials and programs are up-to-date and aligned with current company objectives and industry standards.
- Track and report on the progress of training programs, providing recommendations for improvements where necessary.
- Floor Support:
- Provide real-time assistance to team members from 6:00 PM - 8:00 PM, troubleshooting issues, answering questions, and resolving escalations.
- Offer guidance to help employees overcome challenges, ensuring smooth and effective operations during peak periods.
- Continuous Improvement:
- Analyze performance data and quality metrics to identify trends and areas for improvement.
- Lead or participate in root cause analysis sessions to address recurring issues and optimize team performance.
- Propose enhancements to processes, workflows, and training programs based on insights from audits and feedback.
Requirements:
- Experience:
- Minimum of 1 year of experience with Delonghi, training, QA or related roles within a customer-focused environment.
- Experience in providing on-the-floor support and training in fast-paced settings.
- Skills & Qualifications:
- Strong understanding of quality metrics and performance evaluations.
- Excellent communication and presentation skills.
- Ability to lead, mentor, and motivate others.
- Critical thinking and problem-solving abilities to address issues as they arise in real-time.
- Availability:
- Availability to work from 11:00 AM to 8:00 PM, with floor support coverage from 6:00 PM to 8:00 PM.
- Flexibility to handle dynamic shifts in workload and prioritize support needs during peak hours.
- Performance and Attendance Requirements:
- Consistent Good Performance: Applicants must have a proven track record of meeting or exceeding performance targets in their current role.
- Attendance: Reliable attendance is a must. Candidates should demonstrate strong adherence to attendance policies, with no recent history of excessive absences or tardiness.
Preferred Qualifications:
- Previous experience as a Quality and Training SME or in a similar leadership or support role.
If you are passionate about quality, training, and providing support to ensure team success, we would love to hear from you. Apply today to be a part of our dynamic team!