Training and Quality Lead - Global Customer Service
We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers. As a learning business, our mission is to help people and organizations to develop the skills and knowledge they need to succeed.
With new products and services driving our global expansion, we're looking towards a digital future. It's resulted in a period of true cultural change here at Wiley, which means even more career and development opportunities for our talented people.
People have always been valued at Wiley. We work collaboratively, enjoy what we do and have opportunities to develop throughout our careers. And the rewards are impressive. Which means you can look forward to a competitive salary, defined contribution pension scheme, ample holiday time (pro rata), third staff discounts and employee assistance program.
Role and Responsibilities:
The Training and Quality Lead will provide supplementary training to the Global Customer Service Teams and outsource partners through the delivery of high-level training programs that support systems, processes, and soft skills training.
This position will offer variety as not only will you provide training, you will be tasked with responsibility to contribute to the creation of training materials and support documentation and assist with UAT testing, if required.
At least two years of experience in a â€hands on' training role, preferably in a Customer Service environment
Ability to develop and create online training solutions
Ability to handle multiples priorities and shift focus as needed
Outstanding presentation skills both in person and remotely
Clear and well-organized written communication skills
Confident in using technology including multimedia applications
Degree or experience in a related field
Excellent verbal and written communication skills are a must, and you should be confident in creating and delivering effective presentations to a wide global audience.
Wiley is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
For Health and Welfare Benefits information please click on the following link: Wiley Benefits
Deltak has been actively supporting the academic community since 1996. Today, Deltak provides a wide array of high quality services and support to prestigious academic institutions and their students, focused primarily on online and technology enabled learning. We foster a highly selective employee recruitment process that is matched by our focus on the personal and professional development of each team member once she/he becomes a member of our fast paced, entrepreneurial environment. Every day, our professionals are helping to positively affect the lives of students through exceptional services, innovative technologies and, most importantly, strong personal relationships.
At Deltak, we are passionate about the success of our partners, their students and each of our team members. We believe that our Core Values, ownership mentality and personal connection make us a pre-eminent organization in higher education. If you are passionate about education and have the desire to help people succeed, then we want to meet you and hear your story.