Proclinical is seeking a Customer Care Quality Specialist focused on Order to Cash (OTC) training. This role will be responsible for developing and delivering comprehensive training programs for contact centre employees. The successful candidate's expertise in order management and Salesforce Lightning will be crucial in ensuring effective training delivery.
Responsibilities:
Brief agents on processes, procedures, and systems, including new product launches and international market expansions.
Facilitate training sessions and Train-the-Trainer programs.
Develop and maintain training curricula in collaboration with departmental leadership.
Document customer care processes by working closely with process owners.
Collaborate with the Learning & Development team to create diverse training materials.
Work with the Quality team to identify and address training gaps.
Participate in meetings and projects to assess training needs.
Convert materials from other departments into customer care documentation.
Manage and control the revision of training documents.
Coordinate periodic reviews of training materials for accuracy and compliance.
Innovate knowledge delivery methods for efficient call handling.
Support the Training & Quality team with additional tasks as needed.
Key Skills and Requirements:
Proficiency in English and German (written and verbal).
Experience in a call centre environment and training delivery.
Familiarity with collaboration tools like MS SharePoint.
Strong communication skills in order to build relationships.
Experience with Salesforce.com.
Analytical and problem-solving skills.
Ability to multitask and manage complex situations.
Willingness to travel as required.
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