General Information

Position
Training & Quality Analyst with Italian and French
Work arrangement
Full-time
City
Gdansk, Katowice, Krakow, Lodz, Poznan, Rzeszow, Szczecin, Warsaw, Wroclaw
Country
Poland
Department
Business Services Center (PL)
Team
Global Business Services
Area of interest
Customer Service, IT - Services
Way of work
Remote

Description & Requirements

Who we are looking for
We are looking for a pro-active and creative individual who understands the importance of learning, career development, and quality best practice to the success and growth of the Global Contact Centre. This role offers an excellent opportunity for the right candidate to collaborate with their equivalent colleagues in the other regions, helping to shape and drive our talent and knowledge agenda as stated in our strategic themes. 

Join us if you have:

  • Excellent knowledge of Service Desk-supported services, processes, and procedures;
  • Experience in developing and delivering training;
  • Excellent presentation skills;
  • The ability to influence others and to give constructive feedback;
  • Self-driven and able to proactively manage time and meet deadlines, along with the ability to track and report back to leadership on work completed;
  • The ability to create insight from data and organise content into logical categories;
  • The ability to work individually and as a part of a team;
  • Proficient in Microsoft PowerPoint and Excel and willing to experiment and learn new tools;
  • Excellent English verbal and written communication skills;
  • Very good Italian and French verbal and written communication skills.

Nice to have:

  • Background in IT or Finance;
  • A good understanding of the EMEA ServiceNow;
  • Knowledge of the training lifecycle (ADDIE) within the context of a Contact Centre ITSD Operation;
  • Knowledge of development tools such as Brainshark and Articulate;
  • Experience in one-on-one coaching sessions and knowledge of coaching frameworks;
  • Experience in monitoring according to a predefined Quality Assurance framework.
Your future role

As a Training & Quality Analyst, you will develop, deliver and ensure learning, development, and quality best practice is adopted by analysts. The successful candidate will report directly to the EMEA Training & Quality Manager and will have responsibility for:

  • The delivery of the onboarding training cycle along with post-training assessments and any necessary aftercare until handover to management;
  • Ensure the new hire training plan and all associated content are updated;
  • Responding to requests for refresher training promptly and in line with the ADDIE model: analysing, designing, developing, implementing, and evaluating;
  • Ensuring analysts' quality is meeting the Global Contact Centres Quality Assurance Standards by completing monthly quality assurance audits and delivering effective coaching;
  • Feeding leadership with insightful and constructive information regarding the quality and knowledge of their direct reports and recommending ways we can work in partnership to improve performance;
  • To remain a subject matter expert (SME) by keeping knowledge and skills current and aligned to changes with best practices, processes, and knowledge updates.
What we offer
  • Stable employment based on a contract of employment;
  • Hybrid model combining remote and office work;
  • Training program that will introduce you to your new role;
  • Buddy program - support of an experienced Team Member through first months of your employment;
  • A great place to build a professional career;
  • Internal trainings selected for soft and technical skills improvement;
  • Access to the newest online learnings (Udemy for Business, Linkedin Learning, getAbstract, Culture Navigator);
  • Attractive benefits package (including private medical care, life insurance, Multisport card, MyBenefit platform, travel insurance);
  • International working environment;
  • Being a member of the team that values good atmosphere.
Selection process
🛋️ Take part in our selection process right from the convenience of your home.

💻 In case your educational / professional background meets the core requirements of the position, we will invite you to a live video interview, that gives us the opportunity to talk to each other just like it was a meeting in person.
About Deloitte
Deloitte is a variety of people, experience, industries and services we deliver in 150 countries of the world. It is an intellectual challenge, a good starting point for your career, and an excellent opportunity for continuous development and gaining valuable life experiences. What you only must do is to take the first step – press the apply button and send us your CV, go through all the stages of the recruitment process and sign a contract with us. Deloitte is simply your best choice.