Sr QA Training Coordinator

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Opportunity: This role is responsible for overseeing training, auditing and mentoring front line agents, supervisors and offshore training teams.  It requires expert knowledge of Fisher-Price and Mattel brands to support the Global Consumer Services agent staff with processes and procedures needed to provide World Class Customer Service.  This role is responsible for developing all written and verbal communications, policies and procedures for the department. What Your Impact Will Be: Oversee our offshore QA Training and Auditing team. Develop training policies and procedures for onshore and offshore teams. Create and maintain new and existing training classes via electronic documentation. Develop and update policies and procedures in the Salesforce and the legacy database. Schedule and run meetings to calibrate and mentor offshore QA/Training teams. Work with supervisors to help develop team members. Collaborate with Brand Analysts, Support Desk and the Enterprise team to ensure team members receive updated communications on products, procedures, policies and company information to ensure World Class Customer Service. Flexible schedule required. Must be available to work until 8 p.m. daily, including weekends and holidays during peak season. Overtime required.

What We’re Looking For: Speed and can act decisively and with a strong sense of urgency. You strive to remove barriers to speed to achieve objectives more quickly and effectively. Communication skills (both written and verbal) to communicate clearly and with impact, using the correct communication formats/methods. You convey confidence, ease and enthusiasm when communicating with a variety of audiences. Consumer/Customer Focus to understand and respond to the needs of consumers. You create solutions that deliver great impact and value to consumers and/or internal or external customers. Willingness to adjust to a changing environment. Self-managed and self-motivated. Outstanding written and verbal communication skills. Proven presentation skills. Aptitude for learning new concepts and translating them into teaching plans. Excellent organizational skills with the ability to manage multiple priorities. Ability to confidentially interact with all levels of personnel in a professional manner. Experience with Salesforce, Outlook, Teams and CATS. Strong experience with technical operating systems and various device platforms. Presentation and leadership experience required. Preferred: Bachelor’s degree with an emphasis in Communication, Education or equivalent, preferred. Strong knowledge of Fisher-Price and Mattel products, preferred. 2 – 3 years of experience within a contact center or support center environment, preferred. Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves. *The pay range is indicative of projected hiring range, however base pay will be determined based on a candidate’s work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.

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