QA & Training Associate

About the role

Our Customer Experience Team is here to deliver a first-class experience to our B2B and B2C customers in a simple, effective, and timely manner to our growing Dashlane community. Your day-to-day will focus on handling regular audits and coaching sessions, identifying improvement opportunities, and delivering training initiatives to the CX team.

As a QA & Training Associate, you'll help Dashlane agents resolve their questions and doubts, contribute to sharing product-related knowledge, and provide valuable feedback within the organization. We're looking for people passionate about helping and guiding others, interested in technology associated with T&QA, self-service, and other productivity development areas, and naturally curious and proactive. This is a perfect role for someone who already has a strong background or relevant experience in support and who has worked in customer-facing roles before.

You'll be based in - Lisbon | PT time zone and will collaborate daily with the entire Customer Experience teams in the USA and France.

Location

You will be based in Lisbon, with English as your working language. We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Wednesdays for your department), and a third day of your choice.

Additional details for this role: Hybrid policy (with 3 days at the office), with the requirement to work onsite 5 days/week during the first two weeks of each L1 new hire training

At Dashlane, you'll:

• Assess the performance of our team regularly by performing quality audits based on multiple criteria (e.g., tone, customer centricity, troubleshooting effectiveness) and across all channels (phone, live chat, and email)
• Identify areas of improvement in our methods and processes to help our team evolve and provide stellar support to our customers
• Deliver individual coaching sessions to support agents' development
• Help identify customer's pain points and recommend or contribute to initiatives that make their experience with Dashlane more successful
• Contribute to improving QA processes by helping to maintain consistency and giving timely and actionable feedback
• Design and review learning experiences and materials based on feedback from the team and key stakeholders
• Review and curate content and resources that are engaging, learner-friendly, inclusive, impactful, and aligned with the business goals
• Facilitate training for new staff (product, processes, soft skills), as part of our Customer Experience learning paths

Requirements:

• 1+ year experience in a CX role, providing customer service/support across all inbound channels (phone, live chat, and email)
• Fluent in English, with excellent communication skills, both verbal and written

We're also looking for:

• Individuals who are ambitiously passionate about developing others through engaging, inclusive, and impactful programs
• Quality-driven with a passion for creating extraordinary customer experiences while being able to help our team achieve efficiency and productivity objectives
• Experience in quality assurance, training, content creation, or similar tasks
• Strong business focus, with agility and proactivity to recommend and/or implement actions to help achieve business goals
• Strong collaboration skills to successfully cooperate with different stakeholders from different roles
• Familiarity with Customer Support ticketing systems and, ideally, with learning management systems
• A customer-centric approach to problem-solving 
• Some experience in assessing problems and creating solutions, proactively using quality and training initiatives to drive people, processes, and tools improvement
• Experience with B2B customers is a plus
  
  

What else do you need to know?

• Full-time 8h/day between Monday to Friday, excluding weekends and bank holidays
• Working hours between 9 AM and 12 AM (Lisbon time)
• Great culture and multicultural work environment