Training and QA Specialist

**Join Fantastic Furniture as a Training and QA Specialist**
**Reporting to**: Customer Care Manager

**Key Interactions**:

- **Internal**: Customer Care, Distribution Warehouse, Retail Stores Team, Product and Marketing Team, Online Team
- **External**: Vendors/Suppliers, Fantastic Furniture Customers, Couriers/Drivers

**About Us**:
At Fantastic Furniture, we believe that people are our superpower. As a leading Australian furniture retailer, we're committed to creating an engaging and supportive work environment that drives our success. When you join us, you are joining a fun (yes, be prepared for a dress up or two), authentic and passionate team that are committed to being learners, collaborators and change makers.

**Purpose of Role**:
The QA and Training Specialist provides support to the team by designing, developing, implementing, and running training programs. This role identifies an organization's training needs, create new initiatives, and improve existing programs. This role may involve directly presenting training content or supervising trainers and other staff. success This role will be responsible to make sure team members' interactions are reviewed, identify opportunities and organise regular training sessions to overcome those challenges.

**Key Accountabilities**:

- **Customer at the Centre**: organise regular training to ensure teams provides accurate information. Analyse customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance
- **Operational Excellence**: Provide input and recommendations that will enhance the customer's experience internally and externally.
- **Connected to Community**: Maintain an open environment for feedback and collaboration.
- **Grow the Business**: Report ongoing issues to Team leader, Customer Care Manager. Hold regular meetings with internal stakeholders.

**Success Profile - Person Specification**:
**Work Experience**:

- **Essential**: Intermediate typing and computer skills Familiar with Furniture terminology. Good working knowledge of Microsoft Office.
- **Desirable**: Minimum 1 year experience in customer service in a retail environment.

**Qualifications**:

- **Essential**: Customer Service Experience.
- **Desirable**: Training Certificate.

**Technical Skills**:

- **Essential**: Exposure and understanding of Zendesk, logistics and warehouse systems.
- **Desirable**: Omni-Channel knowledge experience.

**Traits and Attributes**:

- **Essential**: Excellent organisational skills, communication skills, strong customer focus, problem-solving capability, team player, ability to manage workload.
- **Desirable**: Ability to identify training opportunities and create training materials.

**Why it's fantastic to join us**

At Fantastic Furniture, we offer a dynamic and supportive environment where you can grow your skills and make a real impact.
- **Welcoming teams**: We work together to make a positive difference in our customer's lives at home. You'll be part of an inclusive, fun and supportive team culture.
- **Stay safe and healthy**: Your well-being matters to us. We offer a range of health and wellness programs to help you stay at your best, both physically and mentally, including discounts on health insurances.
- **Our products in your home**: Enjoy exclusive discounts on our Fantastic Furniture products. We believe in sharing the perks with our team and making your home even more fabulous.
- **Blend work and life**: We work with our teams to make sure we can both support them, as well as offer the opportunity to stay connected to their teams.
- **Building Careers**: We're committed to your growth. Career opportunities can lead you into leadership roles or you can build your skills across departments.
- **Free onsite parking**: We have loads of free parking available.
- **Snacks**:Who doesn't love a great choice of healthy snacks to munch on - our support office kitchen is always buzzing and well - stocked
- Fantastic Furniture is a 2023 Circle Back Initiative Employer - that means, we commit to responding to every applicant. We look forward to hearing from you_