.**What you will do**:You will act as the Knowledge Management and Quality Specialist for the newly established Customer Service Center of Excellence for the Global Products area. In this role, you will work closely with the Executive CoE Director, PBU Managers, CoE Support Managers, PBU Team Leads and CSRs setting up learning programs for new and current CoE members and run Quality Assurance processes to ensure the highest service quality is delivered to main stakeholders.You will be responsible for designing, deploying, and maintaining a curriculum that is aligned to the specific needs of CoE members while ensuring the highest quality standards are followed by CSRs.**How you will do it**:Learning & Development- Conduct multiple comprehensive needs assessments for the PBU Customer Service Teams.- Design skill assessments and competency models based on analysis of a variety of field operations positions.- Design and plan career path development programs based on newly created competency models and skill assessments for the PBU Customer Service Team members.- Identify customized learning needs. Work with an internal design, development team and SMEs to produce these learning elements.- Content curation and creation.- CoE knowledge base management and maintenance.- Deliver training programs in both Spanish and English when required.- Help implement metrics and evaluation protocols for learning results (learning KPIs).- Understand technology and current curriculum in order to participate in the effective design of learning and performance support tools.- Be the liaison between Customer Service CoE and JCI Enterprise Learning initiatives.Quality Assurance- Create/implement quality assurance (QA) processes and procedures, standard operating procedures (SOPs), and training documentation.- Multi-channel contact (Nice calls or Salesforce cases) audits to detect improvement opportunities.- Conduct Quality calibration sessions to improve CoE service delivery.- Support the CoE Service Recognition program.- Coach CSRs and conduct one-on-one sessions when needed.- QA KPIs management.**What we are looking fo **r:Educated- Holds a Bachelor's degree or equivalent experience preferred.- Manage Office package (Excel, Power BI, PowerPoint).- Creative - Can look at a project and find alternatives.- Flexible - Can change course if needed.- Cutting Edge - Isn't limited by what's out there today and is constantly looking for what is next.- Detailed - Realizes the importance of details in leading to impactful outcomes.- Open - Can receive feedback and has knowledge of this process.Collaborative- Collaborates with learning experience designers, vendors, program managers, and more people in the business than we can count.- Ambitious - Willing to assume authority, take risks, and set clear goals for career development.- Professional - Has personal ethics, does quality work, and has a positive attitude.- Articulate - Your writing and communication skills must be strong
