Support Center Training Coordinator / Quality analyst

Job description

Job scope / summary:
IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software and multi-vendor support services to our customers worldwide.

For our fast-growing multi-vendor support team, we're looking to hire Support Center Training Coordinator/Quality Analyst with client-first mindset and eagerness to teach. Successful candidates will be tasked with developing multiple training programs for a support center, along with delivering it. Additionally, he/she will perform quality analysis using variety of methods and tools, rate performance based on predefined criteria, present analysis of quality issues and trends, propose and implement corrective actions. He/she will participate in the development and continuous improvement of quality management framework and related documents.

Responsibilities:
·  Develop multiple training programs such as but not limited to – on-boarding, soft-skills, leadership.
·  Deliver trainings on a regular basis to support center engineers.
·  Maintain training passports, tracking mandatory trainings and reporting compliance.
·  Develop/maintain/improve support center training and quality framework, processes and documentation
·  Develop/maintain/improve training and quality checklists, scorecards and rating system
·  Learn and understand support center processes and tools
·  Track and report result of monitoring and review activities, rate individuals for their language, communication and process adherence
·  Analyze trends on team and individual level, propose improvement actions
·  Participate in the development of performance improvement plans
·  Collaborate across multiple teams for process improvements and standardization
·  Effectively and positively demonstrate the organizational mission, vision, values, goals, performance management, client satisfaction and action plans.
·  Other duties as assigned associated with support center process, quality and KPI improvements
Additional information:
IBM's Client Innovation Center is an excellent opportunity to boost your career and the Support Center Training coordinator/Quality Analyst is a role which provides excellent opportunity to work in a fast pace environment, building knowledge and experience to support your career aspirations.
IBM is committed to a diverse environment and is proud to be an equal opportunity employer. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
This is a role that would require work in Flexible working hours.

Auto req ID

192679BR
Required Education

Bachelor's Degree
Role ( Job Role )

Remote Technical Support
State / Province

SOFIA
Primary job category

Product Services
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

SOFIA
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Skills and competencies:
·  Customer-first mindset with high sense of ownership
·  Excellent command of spoken and written English (C1-C2 level)
·  Excellent interpersonal, presentation and communication skills
·  Excellent leadership, organization, and planning skills
·  Excellent problem-solving skills and analytical thinking, ability to spot trends and identify opportunities
·  Experience within a Technical Support Center environment
·  Experience developing/improving quality processes and procedures
·  Good computer literacy, including MS Office (Word, Excel and PowerPoint)
·  Positive approach to change and ability to promote new ideas/innovation.
·  Flexibility and ability to deliver in demanding and changing circumstances
·  Ability to use clear/good judgment
·  Focused & results orientated
·  ITIL knowledge and/or certification is a plus
·  Networking knowledge is a plus
Country/Region

Bulgaria
Preferred Technical and Professional Experience

Education and professional experience:
·  Bachelor's Degree (or equivalent) in relevant subject
·  At least 1 year of experience as trainer/quality analyst or similar role

Secondary Job Category

Other Product Services
Eligibility Requirements

NA
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes