We are seeking a motivated and experienced Quality and Training Subject Matter Expert (SME) to join our team. This role will focus on ensuring the highest standards of quality across processes while providing expert-level training and support to new and existing team members. The SME will also be responsible for offering on-the-floor support during the evening shift from 6:00 PM to 8:00 PM to assist with real-time queries and challenges faced by team members.
Key Responsibilities:
- Quality Management:
- Monitor and evaluate employee performance based on established quality metrics.
- Conduct regular audits to ensure compliance with processes, standards, and policies.
- Provide actionable feedback and work with team members to improve quality and performance.
- Training & Development:
- Design, implement, and deliver training programs for new hires and existing team members.
- Collaborate with leadership to identify skill gaps and develop effective training solutions.
- Ensure all training materials and programs are up-to-date and aligned with current company objectives and industry standards.
- Track and report on the progress of training programs, providing recommendations for improvements where necessary.
- Floor Support:
- Provide real-time assistance to team members from 6:00 PM - 8:00 PM, troubleshooting issues, answering questions, and resolving escalations.
- Offer guidance to help employees overcome challenges, ensuring smooth and effective operations during peak periods.
- Continuous Improvement:
- Analyze performance data and quality metrics to identify trends and areas for improvement.
- Lead or participate in root cause analysis sessions to address recurring issues and optimize team performance.
- Propose enhancements to processes, workflows, and training programs based on insights from audits and feedback.
Requirements:
- Experience:
- Minimum of 1 year of experience with Delonghi, training, QA or related roles within a customer-focused environment.
- Experience in providing on-the-floor support and training in fast-paced settings.
- Skills & Qualifications:
- Strong understanding of quality metrics and performance evaluations.
- Excellent communication and presentation skills.
- Ability to lead, mentor, and motivate others.
- Critical thinking and problem-solving abilities to address issues as they arise in real-time.
- Availability:
- Availability to work from 11:00 AM to 8:00 PM, with floor support coverage from 6:00 PM to 8:00 PM.
- Flexibility to handle dynamic shifts in workload and prioritize support needs during peak hours.
- Performance and Attendance Requirements:
- Consistent Good Performance: Applicants must have a proven track record of meeting or exceeding performance targets in their current role.
- Attendance: Reliable attendance is a must. Candidates should demonstrate strong adherence to attendance policies, with no recent history of excessive absences or tardiness.
Preferred Qualifications:
- Previous experience as a Quality and Training SME or in a similar leadership or support role.
If you are passionate about quality, training, and providing support to ensure team success, we would love to hear from you. Apply today to be a part of our dynamic team!
What We Do
Atento is the largest provider of customer relationship management and business process outsourcing (CRM BPO) services in Latin America, and among the top five providers globally, based on revenues. Atento is also a leading provider of nearshoring CRM/BPO services to companies that carry out their activities in the United States. Since 1999, the company has developed its business model in 17 countries where it employs 135,000 people. Atento has over 400 clients to whom it offers a wide range of CRM/BPO services through multiple channels. Atento's clients are mostly leading multinational corporations in sectors such as telecommunications, banking and financial services, health, retail and public administrations, among others. In 2019, Atento has been named one of the World's 25 Best Multinational Workplaces and one of the Best Multinationals to Work for in Latin America by Great Place to Work®.
