Training and Quality Coordinator

INTRODUCTION TO QUINTESSENTIALLY

Quintessentially pioneered the concept of concierge lifestyle management. Built around the singular proposition of bestowing back upon our members the invaluable gift of time, we have spent two decades benchmarking service in lifestyle management and granting access to the inaccessible. Rooted in the concept of connection, we utilize our relationships to foster bonds and make lasting attachments within our community, always thinking about how to grow and what is next.

By making anything — and everything — possible, we offer unparalleled access and a bespoke luxury lifestyle for now, and into the future.

JOB SUMMARY

The Training & Quality Coordinator will be responsible for creating and facilitating training ensuring all learners understand and grasp the required concepts comprehensively in order to provide the highest level of service in their roles. This individual will support our quality assurance initiative aimed at developing operational procedures to ensure that the service we provide matches client and business expectations.

KEY DUTIES

  • Working collaboratively with the Servicing Team and other internal stakeholders to design, develop and deliver training for both physical and virtual workshops (and other supporting materials needed) for our global network of offices
  • Assist with developing our suite of training content to support with implementation of new and updated processes across a variety of platforms (SharePoint, PowerPoint, E-Learning etc.)
  • Deliver Train the Trainer sessions across our office network as needed
  • Deliver Servicing Induction and continuous improvement training as needed
  • Support servicing functions to identify problems and recommend strategies for training solutions
  • Work on ad-hoc projects that require Training expertise
  • Contribute to tracking ROI of training via evaluations/feedback, quality analysis, and knowledge validation of learners
  • Performing quality assurance audits to measure and improve the team's performance and overall support process
  • Share quality audit results with Management to drive performance improvements by encouraging accountability with data-driven coaching
  • Establish a collaborative and transparent coaching approach through self-reviews of client interactions
  • Recognise decreasing knowledge trends and identify whether this is at an agent level, common in a team, or is a wider issue

HOURS OF WORK

Monday – Friday

9am – 5:30pm

REQUIREMENTS

  • Exposure to a customer service setting, in a coaching or training role
  • Excellent communication skills (written and verbal), with the ability to influence others in a cross-functional setting
  • Comfortable using industry-standard software and languages for E-learning and training materials (Google docs, Office, SharePoint, Articulate, Rise, etc)
  • Able to prioritise work, meet deadlines and communicate effectively under pressure
  • Good networker and relationship builder
  • Strong organisational skills
  • Meticulous attention to detail
  • Warm, friendly, calm, confident and courteous at all times
  • Pro-active, energetic and positive
  • Excellent team player; displays compassion towards others and enjoys helping fellow colleagues

HOW TO APPLY

If you are interested in this role, please send your CV to talent@quintessentially.com

Contact us