Posting Title Sr. Quality Assurance Training Coordinator Requisition Number R231058 Company Fisher-Price, Inc. Location East Aurora, New York Address 636 Girard Avenue Zip Code 14052-1884 Job Category Customer Service
CREATIVITY IS OUR SUPERPOWER.It's our heritage and it's also our future. Because we don't just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard-when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
The Opportunity:
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 procedure 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. Work hand-in-hand with all offshore leads, trainers and supervisors to ensure training materials are updated. Spot check and audit the offshore auditors to ensure accuracy of audits and policies.
- Create and maintain new and existing training classes via electronic documentation. Attend CSAT meetings and pull pertinent data to develop recall and safety trainings for offshore and onshore teams.
- Develop and update policies and procedures in the Salesforce and the legacy database. Conduct critical trainings with on-shore and off-shore teams to ensure comprehension and adherence to regulatory requirements.
- Schedule and run and take the lead in all meetings to calibrate, audit and train the QA/Training teams. Mentor and coach the offshore QA/Training Teams, Supervisors and Auditors. Work closely with team leads and supervisors to help them develop coaching skills to improve agent CSATS and overall performance.
- Work with IT partners and Vendors to continue to develop enhancement for Salesforce and additional agent systems for improvement and agent efficiencies.
- Work with AG partners to ensure training and auditing procedures are consistent across all brands for world class customer service.
- Meet weekly with onshore teams to discuss new ideas and areas for improvement across all channels and brands.
- 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. Work closely with the QA onshore trainer prior to collaboration to ensure understanding.
- Mentor and coach onshore QA trainer to help develop new skills.
- 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 confident, 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 CATS, CRASSIST, Salesforce, Outlook, Teams, Excel and Power Point.
- Strong experience with technical operating systems and various device platforms.
- Strong knowledge of Fisher-Price and Mattel products, preferred.
- Ability to work with train and work with cross-functional teams to determine the best coding for quality reporting and case documentation.
- Bachelor's degree with an emphasis in Communication, Education or equivalent, preferred.
- Presentation and leadership experience required.
- 2 - 3 years of experience within a contact center or support center environment, preferred.
The base hourly rate for this position is between$21.20 and $26.45. **This range is indicative of projected hiring range, however base hourly rate will be determined based on a candidate's work location, skills and experience.
Don't meet every single requirement?At Mattel we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. 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 superpower.
- We innovate:At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
- We execute:We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.
Who We Are:Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences.Our products are sold in collaboration with the world's leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.
Mattel's award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.
Visit us atMattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.
Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.
Videos to watch: The Culture at Mattel Mattel Investor Highlights