Customer Service Trainer and Quality Assurance Specialist

Client Overview

Velotric is an innovative company founded by industry leaders from renowned brands like Lime, Giant, Specialized, and Decathlon. The team is passionate about creating ebikes that combine elegance, high performance, reliability, safety, and affordability. With a vision for a more expressive and stress-free riding experience, Velotric offers a flagship model, the Velotric Discover 1, which emphasizes style, comfort, and engineering reliability. The company is committed to providing an ebike that is easy to use, enjoyable to ride, and delivers superior performance while maintaining a sleek and fashionable design.

Position Overview

We are seeking a proactive and detail-oriented Customer Service Trainer to design, develop, and deliver impactful training programs for our growing team. The ideal candidate brings a strong background in the customer service industry, complemented by hands-on QA expertise. This individual will play a critical role in equipping our team with the skills, knowledge, and quality standards needed to deliver exceptional customer service while remaining adaptable to organizational changes and evolving business needs.

Key Responsibilities

Professional Development Program

• Develop, customize, and maintain training materials for diverse areas, including call sales, email sales, interpersonal sales, software usage, and troubleshooting.
• Align all training programs with company goals, processes, and quality standards to ensure consistent team performance.

Training Delivery:

• Facilitate engaging and impactful training sessions for groups of 10+ team members, utilizing interactive teaching techniques to enhance skill retention.
• Adapt training delivery methods to suit varying team needs and learning styles for maximum effectiveness

Quality Assurance Collaboration:

• Participate in weekly QA calibration sessions to ensure training materials and delivery methods align with performance standards and metrics.
• Integrate QA feedback into training sessions to continuously improve trainee performance.

Onboarding Support:

• Lead new hire training sessions that encompass corporate policies, tools, workflows, and role-specific requirements.
• Serve as a key resource for new team members during their transition into the company.

Performance Monitoring and Feedback:

• Assess trainee performance through observation, tests, and QA data.
• Provide constructive feedback and recommend follow-up actions to address skill gaps and enhance performance.

Cross-Functional Collaboration:

• Partner with team leaders, QA specialists, and other stakeholders to identify training needs and gaps.
• Develop targeted learning solutions to address specific challenges and improve overall team efficiency.

Continuous Learning and Development:

• Stay updated on industry trends, training technologies, and innovative learning methodologies.
• Incorporate new learning techniques to make training engaging and effective.

Minimum Skills Requirement

Education

• Bachelor's degree in business administration, Operations Management, Education, or a related field.

Experience

• At least 3-5 years of experience in operations, training, or a related field.
• Proven track record in delivering training programs and improving team performance.

Preferred Qualifications:

• Certifications in Training & Development (e.g., Certified Professional in Learning and Performance - CPLP).
• Knowledge of process improvement methodologies such as Lean or Six Sigma.
• Experience in developing e-learning modules or using e-learning platforms.

Skills and Competencies

• Strong presentation and facilitation skills with the ability to engage diverse audiences.
• Excellent verbal and written communication skills.
• Proficiency in training tools and platforms (e.g., LMS, Zoom, Microsoft Teams).
• Analytical skills to assess training needs and measure training effectiveness.
• Strong organizational and time-management skills.

Why Join Us:

People-Centric Culture: Thrive in an inclusive and supportive environment that values your contributions.

Growth Opportunities: Advance your career in a fast-growing organization with ample room for professional development.

Comprehensive Benefits: Enjoy competitive compensation, health insurance, paid time off, and more.

Skill Development: Gain access to training programs, certifications, and workshops to enhance your expertise.

This is a full-time onsite position. If you are a passionate and results-oriented professional dedicated to empowering teams through training, wed love to hear from you! Submit your updated resume and a brief cover letter highlighting your experience and why you are the ideal candidate for this role.