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Description and Requirements
We are seeking an experienced and dynamic professional for the role of Quality Assurance and Technical Training Specialist. This position plays a critical role in ensuring our technical support team delivers exceptional service by upholding the highest standards of quality and providing robust training. The position is based in Bratislava, Slovakia. You will be working in an international growing team. The position is based in Bratislava, Slovakia. You will be working in an international growing team.
Key Responsibilities:
- Quality Assurance (QA) and Technical Training Specialist
- Develop, implement, and maintain quality assurance protocols and standards to ensure consistent delivery of high-quality work.
- Conduct regular audits and inspections to ensure compliance with company and industry standards.
- Monitor, evaluate, and document the quality of work produced by the technical support team, ensuring that all deliverables meet established criteria.
- Identify areas for improvement within the team's processes and collaborate with relevant departments to implement corrective actions.
- Prepare detailed reports on quality metrics, identifying trends and potential areas of concern to drive continuous improvement.
- Collaborate with the production and development teams to resolve quality issues promptly and effectively.
- Develop and deliver comprehensive training programs for both new hires and existing staff, ensuring that all training aligns with company standards and the specific needs of the EMEA region.
- Assess training needs through surveys, observations, and feedback from team members and supervisors, ensuring training is targeted and effective.
- Create training materials, manuals, and resources that are clear, engaging, and tailored to the audience's needs.
- Conduct one-on-one and group training sessions, providing interactive and practical learning experiences.
- Monitor and evaluate the effectiveness of training programs, making necessary adjustments to improve learning outcomes.
- Provide ongoing coaching and support to team members, enhancing their skills and performance, and fostering a culture of continuous improvement.
Experience: 4+ years of experience in Client Technical Support roles, Experience within IT Services and call centre environment
Key Competencies Needed:
- Advanced Knowledge on Windows Operating Systems and MS Products
- Proven ability to troubleshoot hardware issues across Notebooks, Desktops, Workstations, Peripherals and Smart devices
- Excellent verbal and written communication skills
- Superior customer service skills
- String analytical skills with a proactive approach to identifying and resolving issues; ability to see and understand multiple perspectives
- Proven ability to learn new and complex technology
- Able to prioritize in a fast-paced, dynamic work environment
- Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests
- Business level English required
Base gross monthly salary starts from 1.800 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.
What we offer:
- 3 sick days per year
- Additional vacation days
- 100% sick leave compensation up to 2 months per year
- a broad selection of soft and hard skills trainings and individual mentoring
- 1:1 contribution to the Third Pillar Pension System
- Life & Accident & Disability Insurance fully covered by Lenovo
- Referral Program
- Hybrid office model
You will report to SSG (Solutions & Services Group) organization structure.
SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers' stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* Slovakia