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Customer service - Training and quality specialist

  • Milano
  • Supporto al cliente
  • Full time
  • Tempo indeterminato
  • Diploma di maturità

Training and quality specialist, within the Customer Happiness Center (our B2C Customer Care), verifies constantly training needs, plans and delivers the contents and monitors the quality of the work of the team, with the specific goal to facilitate our advocates, who answer every day to any request from private customers.



  • plan the training needs of the team and the development opportunities of the skills, on an annual basis, in collaboration with the project leader and the head of customer care;
  • organize and carry out training, whether training on the job, classroom, team or individual training, with in-depth preventive analysis, precise execution, constant search for quality content;
  • ensure constant information alignment with the teams, useful for private customer management, in terms of:
    • technical skills (procedures, software etc …)
    • soft skills (eg communication skills, commercial levers)
    • strategy, projects and corporate initiatives
  • verify the acquisition of skills through the provision of tests, support and other supporting activities
  • use a Quality Control Program, creating and managing a tool for assessing and certifying skills by defining the targets, analyzing the data (eg Tickets) and structuring an output to be shared with the Project Leader and his teams, with the aim of structuring improvement plans suitable for achieving the KPI’s of excellence.

Technical skills:

  • Knowledge of public speaking and effective communication techniques, both written and telephone
  • Knowledge of e-learning platforms
  • Advanced knowledge of Excel and other Office Automation tools
  • Knowledge and use of Project Management tools
  • Knowledge and use of software to manage requests from private customers
  • Knowledge of Agile methodology
  • Good written and spoken English

Soft skills:

  • Ability to manage and involve the individual and the classroom
  • excellent communication skills
  • Proactive and pragmatic approach
  • Ability to work by objectives
  • Organizational skills
  • Motivation for learning (technical & soft skills)
  • Propensity for innovation
  • Team working and interpersonal relationships skills
  • Availability to travel (not frequently)

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