Senior Quality Assurance Training Coordinator

About the Role

As a Senior QA Training Coordinator at Mattel, you will manage training, auditing, and mentorship for frontline agents, supervisors, and offshore training teams. Your expertise in Fisher-Price and Mattel brands will guide Global Consumer Services agents by providing them with essential processes and procedures to deliver top-quality customer service. You'll also be responsible for developing comprehensive communication materials and policies for the department.

Key Responsibilities

• Lead the offshore QA Training and Auditing team, focusing on creating effective training policies for onshore and offshore personnel.
• Develop, maintain, and update training classes through electronic documentation.
• Revise policies and procedures within Salesforce and legacy systems to ensure current and relevant information.
• Coordinate meetings to mentor and calibrate offshore QA/Training teams and collaborate with supervisors to foster team development.
• Work closely with Brand Analysts, Support Desk, and Enterprise teams to ensure prompt dissemination of product, procedural, policy, and company updates, all aimed at delivering World Class Customer Service.
• Maintain a flexible schedule with availability until 8 p.m. daily, including weekends and holidays during peak season, and be prepared for overtime requirements.

Desired Qualifications and Skills

• Ability to work efficiently under pressure with urgency and remove obstacles to achieve goals rapidly.
• Excellent verbal and written communication skills, capable of engaging effectively with diverse audiences using appropriate formats.
• A strong consumer/customer focus, adept at creating impactful solutions that benefit internal or external customers.
• Adaptability to changing work environments and self-driven motivation.
• Proven presentation and leadership capabilities, combined with the aptitude to learn new concepts quickly and translate them into effective teaching.
• Exceptional organizational ability to manage multiple priorities seamlessly.
• Experience using Salesforce, Outlook, Teams, and CATS platforms.
• Technical proficiency in various operating systems and device platforms.
• Professional ability to interact confidentially and respectfully with all organizational levels.

Preferred Qualifications

• Bachelor’s degree focusing on Communication, Education, or related fields is preferred.
• Strong familiarity with Fisher-Price and Mattel products.
• 2 to 3 years of experience in a contact or support center environment.
• Demonstrated growth mindset with a commitment to continual learning and personal improvement.

Additional Information

Mattel fosters an inclusive culture where all voices are respected and encourages candidates to apply even if they don’t meet every requirement. The pay range reflects expected hiring levels but will be based on location, skills, and experience. Mattel also values collaboration, innovation, execution, and accountability as core company behaviors that empower employees.

About Mattel

Mattel, established in 1945, is a global leader in toys and family entertainment, owning iconic brands such as Barbie, Hot Wheels, Fisher-Price, American Girl, and more. The company is dedicated to empowering generations to explore childhood and fulfill their potential, with a workplace culture recognized by numerous awards. Mattel promotes equal opportunity employment and values diversity and inclusion.