Service Desk Training & Quality Analyst

Design and edit basic e-learning, virtual, blended and classroom curriculum. Assist with revising and maintaining curricula and training materials. Consult with team members to ensure produced training meets current needs to support learning outcomes. Conceptualize and create graphical images, flow charts, and diagrams to support training curriculum. Deliver basic e-learning, web-based, and classroom curriculum. Deliver course materials within a strict yet ever changing timeline set by the business units. Assist in coordinating with relevant groups for continuous refining and improving of processes to ensure effective outcome in terms of performance. Review, analyze key performance metrics using statistical tools and suggest actions leading to resolution and improvements in processes Conduct internal process audits to assess the functioning and process compliance in small and medium projects. Perform side-by-sides, and monitoring agent calls, with particular attention to technical/ functional excellence. Provide ongoing,on-the floor support and development of agents' technical knowledge, continually raising the bar for quality and service levels. Ability to communicate clearly at all organizational levels. ITIL V4 knowledge & CompTIA A+ is a plus. Ability to multi-task in a dynamic environment. Ability to take ownership of challenging tasks. Curiosity & focus on developing. English : C1 or above German : C2