Sr QA Training Coordinator

About the role

This role oversees training, auditing, and mentoring front line agents, supervisors, and offshore training teams. Expert knowledge of Fisher-Price and Mattel brands is required to support the Global Consumer Services agent staff with processes and procedures needed for World Class Customer Service.

Responsibilities

• 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 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.

Requirements

• A flexible schedule required, must be available to work until 8 p.m. daily, including weekends and holidays during peak season.
• Overtime required.

Qualifications

• Speed and can act decisively and with a strong sense of urgency.
• Excellent written and verbal communication skills.
• Consumer/Customer Focus to understand and respond to the needs of consumers.
• Willingness to adjust to a changing environment.
• Self-managed and self-motivated.
• Outstanding 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.
• 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.

Benefits

Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.

Pay

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.

Schedule

Flexible schedule required. Must be available to work until 8 p.m. daily, including weekends and holidays during peak season. Overtime required.