We are looking for a Customer Experience & Learning Services Team Lead.

Job description and tasks: 

• Reporting to Training and Quality Manager.

• Lead the team of QAs and Trainers

• Lead the Business Reviews with Client,

• Lead and participate in the Quality Evaluation Process,

• Act as the point of contact for partners regarding quality and training programs,

• Ensure Quality systems are fully compliant with client, regulatory, legislative and business requirements and prepare for and manage customer and regulatory audits,

• Fulfill the role of management representative for the Quality and Training Management system.

• Ensure prompt actions are taken for issues relating to product and quality systems.

• Update upper management on quality and training related issues and carry out root cause analysis where appropriate.

• Planning and implementing all quality and training/learning services related processes,

• Facilitate ongoing learning sessions,

• Oversee the delivery of training programs and implementation of new processes,

• Monitor and evaluate the performance of Learning Services Specialists and Customer Experience Analysts

• Provide mentorship and support to QAs, trainers and team members 

Qualifications:

• Quality assurance and training methods knowledge is a must,

• Be advocate and voice for quality early at the start of new launched queues,

• Demonstrated ability to project manage and execute tasks in an efficient manner

• Dynamic leader with experience and passion for managing large and diverse teams in a fast paced environment, able to deal with rapid change and ambiguity, be flexible, agile and adaptable

• Must be able to communicate at all levels of the organization,

• Good technical capabilities, communication skills, teamwork abilities and initiative,

• Demonstrate stakeholder management, communication, critical thinking, and problem-solving skills

What we offer:

• Renumeration Package: Attractive salary 

• Career Growth in a Thriving Global Company: Develop your career within a rapidly growing, international company that offers ample opportunities for advancement.

• Modern Workspace in the Heart of Leipzig: Enjoy a contemporary office in the center of Leipzig equipped with all you need for a productive day.

• Dynamic, Multicultural Team: Join a collaborative and diverse team with open communication and a supportive structure.

• Employee Referral Program: Earn rewards through our employee referral program by recommending top talents.

• Positive Global Work Environment: Be part of an international company that values inclusion, diversity, and a positive workplace culture.

• Challenging and Engaging Role: Engage in a variety of responsibilities, contributing to impactful projects and the company’s quality objectives.

• Wellness and Recreation: Access our relaxation areas and wellness programs, including group activities and fitness classes.

• Workplace Perks: Enjoy office benefits like regular fruit deliveries, ergonomic workstations, and a welcoming atmosphere.

Documents Required:

• A cover letter explaining your motivation and expectations for the role

• An extended Curriculum Vitae

• Proof of qualifications, such as certificates and references

Join our team and apply now!

Our recruiting team is always available to answer your questions and looks forward to receiving your application. 

About us: Since founded in 1998, excellent customer service has been our passion - in 2020 we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Applicants with special needs will be given preferential consideration if equally qualified.

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