Team Leader Quality & Training (m/w)

Istanbul (Turkey)

 

PURPOSE OF ROLE

The Team Leader Quality and Training effectively and efficiently adheres to and steers the central and client specific quality process defined by the Central Strategic and Operational Quality and Trainings Functions and manages operational delivery on SLA’s and KPI’s. The Team Leader Quality and Training plans/budgets, schedules and drives training and skills development initiatives for employees as identified in a needs analysis and in cooperation with key stakeholders. Furthermore the Team Leader Quality and Training ensures that the quality and service delivery of the local training and quality personnel (TQS/Helpline, Training Specialist, Quality Specialist and Trainer and Coaches) fits the purpose and meets internal quality standards and specific client requirements considering local and legal compliance.

 

WORK PERFORMED

 

General

  • Leading, managing, developing, motivating and organising the team to efficiently and effectively achieve internal and external client objectives whilst ensuring that quality standards and training requirements are adhered to at all times
  • Direct supervision of Quality and Training Specialists and Trainer and Coaches including the preparation and delivery of staff performance evaluations
  • Effectively and efficiently manages the Quality and Trainings Specialists in line with client SLA’s and KPI’s set for the business

 

Quality

  • Analyses relevant data to identify inefficiencies and solutions in order to construct and document new business processes and institute these in order to resolve challenges and raise performance within the operation
  • Reviews monitored call data and offer detailed statistics through trend analysis
  • Provides recommendations for performance improvement to Site Manager and Customer Service Management
  • Compiling of adequate reporting including analysis and suggestions
  • Ensures delivery of Central Q&T Function’s goals and objectives by meeting commitments and coordinating local quality assurance schedules
  • Manages department and overall expectations pertaining to work allocation, costs and resources and provides leadership in directing and improving quality standards
  • Implements and manages standard/client specific quality assurance metrics for performance improvement of local teams
  • Provides effective communication regarding quality issues, objectives, initiatives and performance to plan
  • Implements and manages adherence to standard quality control documentation
  • Ensures on-going quality improvement processes in cooperation with the Site/General Manager and local Management and Operations team
  • Motivates staff to adopt and incorporate quality methods into their work

 

Training

  • Implement LIT Group standard and client specific training strategy
  • Plan and control trainings according to agreed schedule
  • Drive training & skills development of Site employees by ensuring the delivery of certified training solutions on all levels of hierarchy
  • Sharpens existing skill set and develops new skills to increase employee skill set and job market value
  • Improve performance and impact LIT profitability positively through identified training needs
  • Set, monitor and manage training budget with local Finance Department
  • Conceptualise client product training as and when required by Central (strategic and operational) Q&T Functions and including the definition of learning objectives and the design of course material meeting business needs
  • Plan, schedule, maintain and communicate a quarterly training plan in a standardized manner, defined by Central (strategic and operational) Q&T Functions, for all levels in the business and aligned to both internal and external client requirements
  • Build and foster a good development network so as to source, when required, the best suited external provider
  • Ensure that the Training Department is in line with LIT Group standards
  • Through workshops and training modules, enable and empower Team Leaders and support staff to provide assistance to Consultants and deliver effective on-the-job coaching
  • Introduces all new starters to the business with a concise power session tailored to their job level; leave them with sound and accurate impression of our business, culture, processes and procedures
  • Steer usage of standardized Consultant, Team Leader and Management Induction programmes in cooperation with HR function
  • Ensure that each operational person in the organization is ‘touched’ at least once a month by the Training department by various initiatives
  • Ensures adherence to internal quality standard when qualifying training personnel (Training Specialists, Trainer and Coach) and carries out transparent communication to Central Q&T Function to allow for LIT Group Certification
  • Coordinates and promotes regular certificate ceremonies throughout the business for contributions, upskilling and example behaviour

Your profile

 

REQUIRED KNOWLEDGE AND EXPERTISE

  • Formal qualification in form of diploma (or similar) or at least 3 years’ experience in both quality and training area
  • Proficient skills with Microsoft Office Suite – MS Word, Excel and PowerPoint
  • Excellent planning, organizational and decision making ability
  • Experience in a leadership role
  • Solution oriented and problem solving ability
  • Ability to motivate and support people to reach their maximum potential
  • Proven success in training, coaching, developing skills
  • Excellent facilitation, presentation skills
  • Hands-on approach
  • Innovative and structured when conceptualizing training, quality initiatives
  • Confidence, confidentiality, tact and discretion when dealing with people
  • Proficiency in English language (both written and verbal)
  • Strong proficiency in German language would be an advantage (written and verbal)

 

PERSONAL COMPETENCY REQUIREMENTS

  • Excellent communication, interpersonal skills (verbal and written)
  • Project management skills
  • Proven conflict management and resolution skills
  • Be a team player and proven ability to work individually and decisive
  • Strong analytical and problem solving skills
  • Excellent developed interpersonal skills
  • Ability to work accurately and with attention to detail
  • Ability to work under pressure and to strict deadlines
  • Creative and innovative approach
  • Good planning, organizational and decision making ability
  • Ability to facilitate innovative solutions and juggle multiple responsibilities
  • Process and solution minded
  • Strong organizational and time management skills

Your benefit

  • Doctor‘s office
  • Massages, rest rooms, etc
  • Old-age provision / employee retirement
  • Free parking
  • Payments layer supplements
  • Family days (family learns workplace know)
  • Flight discounts
  • Discounts / shopping
  • Fitness studio / sports facilities / company football etc.
  • Employee events (summer festivals, participation in sports competitions etc)
Doctor‘s office Doctor‘s office
Massages, rest rooms, etc Massages, rest rooms, etc
Old-age provision / employee retirement Old-age provision / employee retirement
Free parking Free parking
Payments layer supplements Payments layer supplements
Family days (family learns workplace know) Family days (family learns workplace know)
Flight discounts Flight discounts
Discounts / shopping Discounts / shopping
Fitness studio / sports facilities / company football etc. Fitness studio / sports facilities / company football etc.
Employee events (summer festivals, participation in sports competitions etc) Employee events (summer festivals, participation in sports competitions etc)

About Lufthansa Cagri Merkezi ve Müsteri Hizmetleri A.S.

We at Lufthansa InTouch are at the centre of Lufthansa’s service excellence. Being the innovative Customer Service provider for the Lufthansa Group, we specialize in customer care in air travel. Our multicultural, multilingual teams operate from seven Service Centres worldwide. Working together as one global team, we provide five star services for passengers flying with airlines of the Lufthansa Group. Besides offering Business-2-Customer services, Lufthansa InTouch designs innovative and cost effective operational solutions for a select portfolio of business clients.
For further information:
Gülizar Atabey: isthr@dlh.de
Please apply via Be-Lufthansa.com under the job number P0113V020
If this is you, please apply online.