IPF Digital AS - Training and Quality Lead

Training & Quality Lead - Estonia

Main purpose of job

You will work within IPF Digital business based in Tallinn and will have responsibility for working and leading Estonian Customer Care (Loan handlers, Inbound and Telemarketing) team quality.
You are responsible for ensuring that the team members have product and process knowledge.
You are the main support to Estonian Customer Care team leaders regarding daily quality assurance. You will get a chance to suggest training plans, deliver Customer Care (Loan handlers, Inbound and Telemarketing) team trainings / coaching sessions and track their development plan.
You will do this with personality, flexibility, customer focus and a desire to continuously learn and improve our processes.

Key accountabilities

•You will ensure that EE Customer Care employees training is meeting business needs and improving performance;
•You will be responsible to organize trainings for new and to the existing employees, this includes creating training materials;
•You will assess employees’ skills, performance, and productivity to identify areas for improvement in customer service, loan handling and telemarketing areas;
•You will perform quality checking activity on the transactions completed by the Customer Care teams to ensure accuracy and timeliness and that all work is completed in line with Service Level Agreements;
•You will define, monitor and be responsible for the high-level quality standards and manuals that also meet the company's requirements You will provide feedback and guidance to the Customer Care team;
•You will support operations in evaluation and implementation of action plans to eliminate root causes of non-conformances;
•Create and develop needed reports to ensure processes handled by EE Customer Care teams are covered and monitored;
•Analyse Customer Care reports for significant quality trends and reports conclusions;
•Provide feedback to operations on problems related to quality and/or compliance;
•Initiate and maintains internal communications of quality issues;
•Proactively respond to variances in targets and service levels;
•Resolve problems that are related to customer satisfaction;
•Keeping Customer Care teams manuals and guidelines up to date;
•Ensure team KPIs are met;
•You will define and set quality improvement plans for the Customer Care teams;
•Additional responsibilities may be added as the needs of the business change and expand.

Top 5 Essential Criteria
1.Knowledge about quality assurance and/or training.
2.Experience in Customer Service.
3.Good communication skills.
4.Cooperative and proactive.
5.Excellent verbal and written English and Estonian, understanding of Russian.