Quality and Training Team Lead

at  DuluxGroup

• Join a high performing, energetic and collaborative team
• Competitive remuneration & great company benefits
• Based in our Head Office at Gracefield, Lower Hutt

SKILLS AND EXPERIENCE

This is a busy role, so you’ll need to be people focused, have strong written and verbal communication skills and bring a continuous improvement focused mindset to succeed. An analytical approach and solid influencing skills will also be key. Other skills and experience include:

• Quality Assurance and/or training experience
• Proven people leadership skills and experience
• Customer service experience – ideally contact centre based
• Adult Education qualification (such as New Zealand Certificate in Adult and Tertiary Teaching) will be highly advantageous

In joining our friendly team you’ll be part of a group who are passionate and proud of what they do, enabling you to drive your career forward.

ABOUT THE ROLE

Join the DuluxGroup team in Gracefield, Lower Hutt, as our Quality and Training Team Leader and use your exceptional leadership skills to support our team of trainers and QA officers in delivering exceptional service. You will also be a representative of DuluxGroup in the Contact Centre industry, identifying trends and opportunities to improve in line with the market.

This role will involve you overseeing and assisting the QA/Training team in their day to day activities. You’ll be working to ensure they provide a high level of service that meets our training and quality requirements, enabling us to continue to meet our customers’ expectations. Day to day you’ll be:

• Leading and coaching a small team to ensure excellent delivery of business support
• Monitoring team KPI’s and development plans
• Delivering Quality programmes across our customer interaction platforms
• Planning the creation, delivery and maintenance of training to our customer service team & the wider DuluxGroup business
• Analysis and trending of centre results
• Developing and implementing remedial action plans as required
• Driving continuous improvement initiatives to ensure we provide efficient and effective training and customer experience
• Building relationships with a wide range of internal and external stakeholders

This is a busy role, so you’ll need to be people focused, have strong written and verbal communication skills and bring a continuous improvement focused mindset to succeed. An analytical approach and solid influencing skills will also be key. Other skills and experience include:

• Quality Assurance and/or training experience
• Proven people leadership skills and experience
• Customer service experience – ideally contact centre based
• Adult Education qualification (such as New Zealand Certificate in Adult and Tertiary Teaching) will be highly advantageou