Customer Experience Training Specialist

Job title:

Customer Experience Training Specialist

Company

Voi Technology

Job description

YOUR MISSION AT VOIAs the Customer Experience Training Specialist you will play a pivotal role in ensuring excellence in our customer experience operations by understanding standard operating procedures (SOPs), designing and delivering training programs, and monitoring the effectiveness of training initiatives. In this role you will report to the , be a part of the Customer Experience Operations team (CXO) and drive the continuous improvement of our knowledge management practices to empower teams with the tools and knowledge necessary to excel in delivering outstanding customer experiences. This will include:Training Needs Analysis:

• Analyse performance- and quality data, deep dive in feedback and case handling to investigate root causes for poor performance
• Collaborate with the CXO-team and external BPO teams to identify skill gaps and training needs

Training design & delivery:

• Develop and maintain engaging, effective, and scalable training programs and multimedia training materials (e.g. manuals, videos, and e-learning modules) tailored to the needs of CXO- teams and BPOs
• Onboard new CXO-team members, both in-house and at the BPO, and conduct training sessions to ensure full understanding of operational processes and customer service expectations

Training & follow up:

• Onboard new BPO trainers, provide continuous support and constructive feedback, and develop contingency plans and best practices to ensure training continuity and adoption
• Track attendance and completion rates, follow up on targets, KPIs and implement methods to assess the effectiveness of training programs, provide regular reporting on training progress, and collect and analyse feedback to continuously improve training content and delivery methods

Knowledge management & cross-functional collaboration:

• Ensuring smooth access and technical onboarding and offboarding for the BPO trainees
• Act as a liaison between the CXO function and BPOs to align training initiatives with company goals and support change management efforts
• Collaborate with subject matter experts to ensure the accuracy and maintenance of training materials, SOPs and other knowledge assets

WHAT YOU NEED TO EMBARKWe’re looking for a structured, collaborative and solution-oriented professional with the ability to convey complex information concisely, adapt quickly to change, and work proactively to drive improvements in a fast-paced dynamic environment. In addition to this, we believe the right person has:

• Professional fluency in English, professional fluency in Swedish is a merit
• 2+ years experience in training and knowledge management, preferably in a call-center or customer support environment
• Experience in designing and delivering training for diverse audiences, both virtually and in-person
• Experience from working with e-learning platforms (e.g.EdApp), G-suite, and collaboration tools (e.g. Confluence)
• Familiarity with managing SOPs, knowledge bases, quality assurance principles and process optimisation

WHY VOI?Working at Voi is more than just a job; Our People Promise includes a personal voyage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this you’ll have the opportunity to:

• Join Europe’s #1 micromobility operator and one of the fastest growing scaleups
• Get “skin in the game” through our employee options program
• Have a direct impact and work continuously to improve the customer experience
• Work together with inspiring, motivated and fun colleagues towards a common goal
• Join the micromobility-revolution and be a part of creating sustainable cities made for living, free from noise and pollution

Since 2018, has been on a mission to create safe, sustainable and reliable micromobility for everyone. Today we are the leading shared micromobility operator in Europe, with HQ in Stockholm (Sweden), operating 100,000+ vehicles in 100+ towns and cities across 12 countries, serving 7+ million riders with over 300+ MILLION rides to date, and we have no intention of stopping here! We believe that micromobility will play a central role in changing how people move in our towns and cities in the future and want to ensure that the micromobility transformation happens the right way – through real innovative technology, partnership and transparent dialogue with towns, cities and governments, and by adapting our products to the local needs. In addition to improving quality of life in cities around the world, we are contributing to the solution for climate change by making sustainable transportation options more widely available and promoting renewable energy use and circularity along our supply chain.Diversity MattersAs a Voiager, we offer you a friendly and fast-paced workplace where you can bring your whole self to work, regardless of gender, age, ethnicity, religion, disability or sexual orientation – and welcome applications from whoever you are, including veterans, those actively serving as a Reservist and their partners. What is most important to us is how you treat others and what skills and value you bring to our team. We believe that having a wide diversity of people with different backgrounds and perspectives within Voi is essential to our success in delivering the best user experience to our equally diverse user base. With employees from over 50 nationalities working within Voi, we believe we have made good progress but know we can still do more – therefore we discourage any photos, personal letters, or disclosure of any information that concerns other information than your professional experience.

Expected salary

Location

Stockholm

Job date

Thu, 20 Mar 2025 07:23:11 GMT

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