AddressWhy customer service at Stryker?
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program! (*Benefits vary by country)
Profile Summary
As a highly organized and experienced Customer Service Training and Quality Assurance Manager, you will be responsible for developing and implementing comprehensive training programs for our customer service colleagues, ensuring they possess the necessary skills to deliver exceptional service.
Additionally, you will oversee the Quality Assurance process to maintain high standards of customer service and contribute to the overall improvement of the customer experience. As a strong, innovative leader, you will have a solid understanding of customer service principles, and a proven track record of implementing successful training and Quality Assurance programs.
Data-driven analysis and colleague feedback will guide you when creating engaging, impactful training programmes that deliver measurable improvements in sales and customer experience. You will identify new training opportunities and leverage innovative technology to deliver knowledge in a way that engages and inspires our frontline colleagues. Quality assurance will enable you to track and measure the effectiveness of training, as well as broader changes implemented within the organisation.
Who We Want
Effective communicators. People who collect and interpret information accurately and can concisely communicate results and recommendations to stakeholders, senior management and their teams.
Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritise the development of their team members.
Compliance-focused orchestrators. Managers who lead strategy development and provide guidance and consultation to internal and external teams.
Network builders. Managers who build connections with other tams and divisions and coordinate cross-functional collaboration.
What you will do
Create and implement the right Customer Experience Training & QA framework, curriculum and content, ensuring alignment with the overarching European strategy and company-wide objectives and initiatives.
Partner with regional leaders and Subject Matter Experts to deliver outcomes that increase customer satisfaction and lower overall costs.
Review and standardize training content, systems, QA measures.
Foster a culture of continuous improvement in Customer Experience, constantly seeking ways to enhance the service we provide.
Contribute to regional and European projects that aim to increase customer satisfaction, improve efficiency, reduce costs, and optimize inventory levels.
Cultivate relationships and collaborate with colleagues across functions and divisions, such as RAQA (Corporate Quality Assurance), Finance, Sales, and Marketing, to achieve team goals and improve processes.
Take ownership of enhancing Training & QA capabilities and processes.
Lead, build and develop the Training & QA team, attracting and nurturing top talent to create a highly motivated and engaged team that consistently exceeds business expectations.
What you Need
A minimum of Bachelor`s / graduate degree in a Business or Logistics discipline(s) or equivalent.
Proven track record in a Training and/or Customer Service QA leadership position, evaluating, designing and implementing customer service focused training programmes
5+ years’ experience in Customer Service, Operations or other relevant customer facing or relationship management roles.
2+ years’ experience in a people management role, with a preference within Customer Service.
Prior experience in working in a multi-national and cultural environment.
Demonstrated success in building, managing, motivating and developing strong teams.
Experienced building strategically focused relationships with stakeholders at various levels across the organisation.
Established track record of exceeding targets, KPI’s and SLA’s in a quality led, legislative compliant environment.
High sense of customer service orientation.
Native English speaking with fluency in a second (European) language a plus.
