Customer Support Training & QA Coordinator

Customer Support Training & QA Coordinator

We're on a mission to transform the way people learn and collaborate around the world. For over 25 years, we've been empowering educators, innovators, and business leaders with our award-winning interactive displays and software solutions that transform learning and workspaces into connected, creative environments.

Our company is rooted in our values, igniting a culture that fosters collaboration and innovation, as well as promoting an inclusive environment. As a global leader in edtech, we are also passionate about four key areas where we can make a difference: growing access to technology for underserved communities, encouraging our employees to take an active role in improving our world, promoting diversity and inclusion, and reducing our carbon footprint. Discover more about our corporate social responsibility initiatives.

As a member of #TeamPromethean, you'll have the opportunity to change lives with technology and directly impact education and the workplace for countless people every day. If you're passionate about education, collaboration, and making a positive global impact, we want to hear from you. Join us on our mission to transform the world, one student, one teacher, and one community at a time.

The Customer Support Trainer & Quality Assurance Coordinator, plays a pivotal role in developing and delivering engaging training programs that empower our Technical Customer Support Representatives (TCSRs) to excel. You'll also leverage your QA expertise to monitor and improve the quality of customer interactions, driving increased customer satisfaction.

Job Duties and Responsibilities:

• Design and develop effective training programs using adult learning principles and incorporating multimedia elements in our LMS.
• Deliver impactful classroom training for new hires, continuous development initiatives, and other departments as needed.
• Utilise data analysis tools and methodologies like call calibration to identify areas for improvement in agent interactions and implement corrective action plans.
• Conduct ongoing quality assurance reviews to ensure TCSRs are meeting performance standards and provide constructive feedback for continuous improvement.
• Analyse performance-related Customer Satisfaction results and translate them into actionable insights for TCSR development.
• Foster a coaching environment that motivates and engages TCSRs, empowering them to maximise their knowledge and skills, leading to minimised attrition.

Job Skills and Qualifications:

• Fluent in English language (Written / Verbal)
• Bachelor's degree in a relevant field (preferred)
• 2+ years of experience in a customer support training and/or quality assurance role
• Strong experience in designing, developing, and delivering engaging training programs for adults.
• Proven ability to implement and monitor quality assurance processes for customer service interactions.
• Solid understanding of best practices in customer service excellence.
• Excellent interpersonal, influential, and communication skills with the ability to interpret and present technical information effectively.
• Resourceful, analytical, self-motivated, and a strong learner with the ability to take initiative.
• Excellent time management and organizational skills with the ability to prioritize, manage multiple tasks, and adapt to changing priorities.
• Ability to work the hours of 3 pm to 11 pm CEST (M-F)

Base Range: PLN 89,800 - PLN 116,200

Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work. Our benefits include: Private Medical Insurance, MultiSport, Pension, Parental Leave Programs with Child Care Subsidy, In addition to annual leave and public holidays, Promethean offers the following paid leave: Birthday day off, Multicultural day off, Two Volunteering Days, Well-Being Programs (For example, company-wide health challenges), Employee Assistance Program, And more!

Promethean is honored to be an equal opportunity workplace. We realize that by creating teams rich in diverse thoughts and experiences, our people, company and customers are free to thrive. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws. In addition, Promethean values privacy and the protection of personal information.

For information regarding personal information we collect and our use of such data please see our privacy policy.