Internal **Only**- Quality Analyst

Job Summary:

We are seeking a motivated and experienced Quality and Training Subject Matter Expert (SME) to join our team. This role will focus on ensuring the highest standards of quality across processes while providing expert-level training and support to new and existing team members. The SME will also be responsible for offering on-the-floor support during the evening shift from 6:00 PM to 8:00 PM to assist with real-time queries and challenges faced by team members.

Key Responsibilities:

• Quality Management:

• Monitor and evaluate employee performance based on established quality metrics.

• Conduct regular audits to ensure compliance with processes, standards, and policies.

• Provide actionable feedback and work with team members to improve quality and performance.

• Training & Development:

• Design, implement, and deliver training programs for new hires and existing team members.

• Collaborate with leadership to identify skill gaps and develop effective training solutions.

• Ensure all training materials and programs are up-to-date and aligned with current company objectives and industry standards.

• Track and report on the progress of training programs, providing recommendations for improvements where necessary.

• Floor Support:

• Provide real-time assistance to team members from 6:00 PM - 8:00 PM, troubleshooting issues, answering questions, and resolving escalations.

• Offer guidance to help employees overcome challenges, ensuring smooth and effective operations during peak periods.

• Continuous Improvement:

• Analyze performance data and quality metrics to identify trends and areas for improvement.

• Lead or participate in root cause analysis sessions to address recurring issues and optimize team performance.

• Propose enhancements to processes, workflows, and training programs based on insights from audits and feedback.

Requirements:

• Experience:

• Minimum of 1 year of experience with Delonghi, training, QA or related roles within a customer-focused environment.

• Experience in providing on-the-floor support and training in fast-paced settings.

• Skills & Qualifications:

• Strong understanding of quality metrics and performance evaluations.

• Excellent communication and presentation skills.

• Ability to lead, mentor, and motivate others.

• Critical thinking and problem-solving abilities to address issues as they arise in real-time.

• Availability:

• Availability to work from 11:00 AM to 8:00 PM, with floor support coverage from 6:00 PM to 8:00 PM.

• Flexibility to handle dynamic shifts in workload and prioritize support needs during peak hours.

• Performance and Attendance Requirements:

• Consistent Good Performance: Applicants must have a proven track record of meeting or exceeding performance targets in their current role.

• Attendance: Reliable attendance is a must. Candidates should demonstrate strong adherence to attendance policies, with no recent history of excessive absences or tardiness.

Preferred Qualifications:

• Previous experience as a Quality and Training SME or in a similar leadership or support role.

If you are passionate about quality, training, and providing support to ensure team success, we would love to hear from you. Apply today to be a part of our dynamic team!