Job Summary
A company is looking for a Shared Services Lead to enhance the effectiveness of their customer support organization.
Key Responsibilities
- Review and refine onboarding and ongoing training programs to improve agent performance
- Lead the development of the quality assurance program, utilizing AI for efficiency
- Manage knowledge bases and training materials to ensure alignment with business outcomes
Required Qualifications
- 5+ years of experience in customer support enablement, training design, or support operations
- Experience managing support enablement or learning teams in a fast-paced environment
- Understanding of training-performance-automation processes and data utilization
- Skilled in instructional design and modern learning technologies
- Proven ability to lead QA program development and create effective reporting mechanisms