Training and Quality Specialist

About Talixo

Talixo provides taxi and limousine transfers for travelers in over 100 countries worldwide - Fortune 500 companies, airlines, travel agencies, and online platforms automate their booking process with our technology.

Talixo is a place where we encourage a friendly, inclusive, learning atmosphere. We are living in a culture that fosters personal development and makes mutual appreciation a cornerstone of our work.

The part you will play:
This position will play a pivotal role in ensuring effective onboarding, nesting for new joiners and also maintaining the level of process knowledge among the Operations agents. It will also help identify potential improvement opportunities and support their team in evaluating their performance in cooperation with Training and Quality Lead. Training and Quality Specialists will also be working closely with their team completing their assigned job allocated to them, including 50% of operational tasks within their business team, and 50% of the below training & quality - related duties:
Responsibilities:

• Regular update of training material based on new or changed processes
• Act as a backup trainer during the unavailability of the Training & Quality Lead
• Handling the role-specific onboarding training from Week 2 for new employees in their respective teams
• Handling refresher training sessions on Process development
• Identify the process gaps and share it with the Training and Quality Lead and Team Lead
• Helping and supporting agents during nesting
• Maintain Training conducted reports
• Analyzing the observation basis results with QA Lead
• Analysis of flagged mistakes by the respective Team to QA Lead/TL
• Supporting the Training and Quality Lead in handling the feedback talks
• Maintain Quality related reports

Requirements:

• At least 1 year of experience on a position involving training delivery and/or quality monitoring, preferably in the customer service or back office environment;
• Communicating confidently in front of others and ability to present persuasively;
• Strong organizational and interpersonal skills;
• Working as part of a team; collaborating with colleagues;
• Fluency in English

What we offer:

• Flexible working arrangements
• Private healthcare
• Comfy office in the heart of Krakow
• Integration events

Recruitment process:

• Screening with Recruiter
• Meeting with Hiring Manager
• Offer letter