Aufgaben About UsWho is Mercedes-Benz Financial ServicesMercedes-Benz Financial Services part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle. Why work at Mercedes-Benz Financial ServicesWorking at Mercedes-Benz Financial Services is more than a job - its an opportunity to join an innovative team where you are valued for your contributions. As an employee you will experience career development in a positive employee-centric environment. Were a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable friendly environment and relaxed inclusive culture. BenefitsWhen working at Mercedes-Benz Financial Services you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life.As a new employee you will have the opportunity to take advantage of the following benefits that go beyond - beginning day oneGet Rewarded Competitive salary plus an annual bonus based on company performance andor personal yearly performanceNeed a vacation How about just some time for YOU In addition to our vacation time youll receive fifteen 15 additional corporate holidays which will allow you to celebrate religious holidays or escape to the spa Designed to be flexible we let you decide which days are most important to youRide in Style - All employees are eligible to participate in the Mercedes-Benz Employee Lease ProgramWe want you to be healthy Outstanding medical dental and vision insurance employer-paid short and long term disability plus on-site exercise facilitiesIs your family growing Enjoy generous paid Family Leave Programs - Six Weeks for New Parents Adoption Expense Reimbursement Programs - up to 6k per childWant to go back to school Tuition Assistance Scholar Program - receive up to 8k in vouchers to complete business-related coursework6k for undergraduate8k for graduateJob OverviewThe Collections and Remarketing Quality Training Administrator will support the training and quality strategies for Collections and Remarketing including our external vendor partner. They will maximize the effectiveness and quality of service through the evaluation of customer calls. In addition to supporting the training needs of the department through the development and facilitation of training material in partnership with department leaders and Subject Matter Experts.ResponsibilitiesKnowledge Management - Capture and document the collective knowledge of the organization necessary for Collections and Remarketing employees including our outsource vendor partner to provide CustomerONE service in compliance with internal and external requirements. Manage and maintain the Collections and Remarketing content of the organizations Knowledge Management systems to ensure alignment across all platforms including leveraging user feedback to improve content. Support the sharing of organizational knowledge across the department. 25Training Content DevelopmentDelivery - Support the development and facilitation of new hire training and continuing education for all Collections and Remarketing functions including our outsource vendor partner by working with the appropriate subject matter experts and managers to develop and deliver customized training modules. This may include occasional travel to the vendor site. 25Training Program Governance - Maintain training requirements for Collections and Remarketing job functions and track completion of required training. 10Call Quality Monitoring - conduct call evaluations and provide feedbackcoaching to drive improvements to call quality. Identify trends including training opportunities and gaps through call monitoring. 25Calibration of Quality Expectations - Coordinate and facilitate calibration sessions to ensure consistent quality expectations across the Operations and Vendor leadership teams. 15 Qualifikationen QualificationsApplicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position.This position requires a minimum of 2 years of overall work experience. Preferred experience includesBusiness-General 2 yearsCollections 1 yearCustomer Service 1 yearRemarketing 1 yearEducationHigh School DiplomaGED is required Bachelors Degree is preferred.Additional Knowledge1 year of previous SME Subject Matter Expert leadership call quality analyst andor training & facilitation experience preferred. 1 year of frontline Collections Remarketing or Customer Service experience prefSkillsAnalytical skillsAbility to integrate information from a variety of sources with varied levels of complexityFacilitation skillsPC skillsMicrosoft OfficeProblem Solving skiilsAdditional SkillsMinimum of 1 year experience with creating engaging training material facilitating training and or completing call quality scorecards preferred.2 years of frontline phone experience preferred.Recommended PrerequisitesOperations positions in Client Services Collections or Remarketing such as a Quality Analyst Trainer Team Leader Subject Matter Expert Training andor Call Quality Analyst Posting StatementIf you were not re-directed successfully after clicking the Apply for this job" button please click the following link to search and apply for the role on the local career portal httpsdaimler.taleo.netcareersectionexjobsearch.ftlMercedes-Benz Financial Services offers competitive salary performance-based bonuses and a full suite of benefits including 401K with match generous vacation and personal time a Mercedes-Benz car program as well as flexible work arrangements.EEOMinoritiesFemalesDisabledVetsLI-JM2