Sr QA Training Coordinator

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.

Experience with Salesforce, Outlook, Teams and CATS.

Strong experience with technical operating systems and various device platforms.

Strong knowledge of Fisher-Price and Mattel products, preferred.

2 – 3 years of experience within a contact center or support center environment, preferred.

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Join

Mattel's Talent Community

and start receiving exciting updates about our company, our employees, and our culture. Also, interested in signing up for job alerts? Do so

here!

How We Work:

We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

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.

Oversee our offshore QA Training and Auditing team.

Develop and update policies and procedures in the Salesforce and the legacy database.

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.

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.