Sr QA Training Coordinator

Sr QA Training Coordinator

This role is responsible for overseeing training, auditing and mentoring front line agents, supervisors and offshore training teams. It requires expert knowledge of Fisher-Price and Mattel brands to support the Global Consumer Services agent staff with processes and procedures needed to provide World Class Customer Service. This role is responsible for developing all written and verbal communications, policies and procedures for the department.

What Your Impact Will Be:

• Oversee our offshore QA Training and Auditing team. Develop training policies and procedures for onshore and offshore teams.
• Create and maintain new and existing training classes via electronic documentation.
• Develop and update policies and procedures in the Salesforce and the legacy database.
• Schedule and run meetings to calibrate and mentor offshore QA/Training teams. Work with supervisors to help develop team members.
• Collaborate with Brand Analysts, Support Desk and the Enterprise team to ensure team members receive updated communications on products, procedures, policies and company information to ensure World Class Customer Service.
• Flexible schedule required. Must be available to work until 8 p.m. daily, including weekends and holidays during peak season.
• Overtime required.

What We're Looking For:

• Speed and can act decisively and with a strong sense of urgency. You strive to remove barriers to speed to achieve objectives more quickly and effectively.
• Communication skills (both written and verbal) to communicate clearly and with impact, using the correct communication formats/methods. You convey confidence, ease and enthusiasm when communicating with a variety of audiences.
• Consumer/Customer Focus to understand and respond to the needs of consumers. You create solutions that deliver great impact and value to consumers and/or internal or external customers.
• Willingness to adjust to a changing environment.
• Self-managed and self-motivated.
• Outstanding written and verbal communication skills.
• Proven presentation skills.
• Aptitude for learning new concepts and translating them into teaching plans.
• Excellent organizational skills with the ability to manage multiple priorities.
• Ability to confidentially interact with all levels of personnel in a professional manner.
• Experience with Salesforce, Outlook, Teams and CATS.
• Strong experience with technical operating systems and various device platforms.
• Presentation and leadership experience required.

Preferred:

• Bachelor's degree with an emphasis in Communication, Education or equivalent, preferred.
• Strong knowledge of Fisher-Price and Mattel products, preferred.
• 2 – 3 years of experience within a contact center or support center environment, preferred.
• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

The pay range is indicative of projected hiring range, however base pay will be determined based on a candidate's work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.

Don't meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Join Mattel's Talent Community and start receiving exciting updates about our company, our employees, and our culture.

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How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate:
  Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our…