Training and Quality Officer

Job Description

Location: Manchester, UK

Division: Ticketmaster UK

Line Manager: Manager of Learning and Development

Contract Terms: Permanent, Full-Time

THE JOB

The Training and Quality Officer will assist the department across both the areas of Training and Quality. They will assist both remits of Training across the Call Centre Departments and Quality Assurance in the capacity of advisor. They will undertake and assist with the day-to-day processes and activities of the department, working with and alongside another Training and Quality Officer and also supporting the team coaches who also work within the department.

Training: The Training and Quality Officer will design, deliver and evaluate various training and development solutions to support business, departmental and individual needs in a fast-paced Contact Centre environment and will play a pivotal role in the support and growth of employee learning and development.

Quality: The Training and Quality Officer will maintain service quality standards by evaluating calls, observing coaching and providing feedback to Team Coaches and Team Managers to support the development of their teams and to ensure clear communication of standards and policies to promote a consistent positive message of best practice across the Manchester operation.

This job exists to deliver training (including the Induction course for all new starters) for all markets and products sold within the Sales and Customer Services departments and provide daily support and coaching to all staff either in a group or on a one-2-one level. The overall goal is to develop the employees' skills, knowledge and attitudes in a way that enhances business results through increased sales and customer satisfaction. It also exists to deliver behavioural and performance management training to supervisory staff either in a group or on a one-2-one level, with the goal to develop performance management skills, knowledge and attitudes in a way that enhances business results through consistency, decreased complaints, increased customer satisfaction and world-class sales and service levels.

WHAT YOU WILL BE DOING
• Design and deliver training on products and System Software Applications.
• Identify, schedule and deliver effective coaching and training relating to individual and company needs.
• Induction, training and assessment of all new Sales and Customer Support agents.
• Evaluation and design of training materials.
• Complete regular training needs analysis; in response to business needs and changes to policies, procedures or systems.
• Produce reports and provide feedback based on training and quality activity and results across the Manchester Office. Ensure statistics analysis is provided on all training & quality assurance activity and results
• Monitor calls and evaluate the evaluator's performance.
• Provide Team Managers & Coaches with constructive feedback and guidance regarding their evaluating and coaching techniques.
• Training Team Managers and Team Coaches on Quality strategy and standards.
• Review and evaluate written & electronic documentation regarding Team evaluations.
• Provide regular calibration for evaluators to maintain consistency.
• Look to improve agent stats through call analysis and targeted training sessions.
• Support the Training and Quality Manager with the daily operation of the department in all areas.
• Help support and promote a world-class sales and service culture to fully support the company goal of maximising sales and customer satisfaction.
• Undertake other duties as required by the Training and Quality Manager.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
• Training and coaching experience, ideally in a Sales and Customer Service environment.
• Previous experience in a Contact Centre environment is desirable.
• Proven ability to present information and effectively facilitate training to small and large groups.
• Ability to communicate clearly and precisely in written and verbal forms.
• Attention to detail/Analytical and problem solving
• Excellent time management and organisational skills.
• Proficient in Microsoft Office products including PowerPoint, Word and Excel.
• Ability to work under pressure to meet deadlines.
• A relevant professional training qualification e.g. CTP is desirable.

YOU (BEHAVIOURAL REQUIREMENTS)
• A flexible approach to work and shift schedules.
• Self-motivated.
• The ability work on own initiative, and also as part of a team.
• Is open to coaching and feedback.
• Maintains working relationships with internal and external customers to promote positive and friendly culture.
• Attention to detail.

You may have experience in the following roles: Trainer, Learning and Development, Team Coach, Team Manager, Team Leader

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

#TM
#LI-CG1

Jobcode: Reference SBJ-gk711k-52-14-165-32-42 in your application.