Collections and Remarketing Quality & Training Administrator

Collections and Remarketing Quality & Training Administrator Job Description and Qualifications for Mercedes-Benz Group AG. Job Overview The 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. Responsibilities Knowledge 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 organization’s 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. (25%) Training Content Development/Delivery – 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. (25%) Training Program Governance – Maintain training requirements for Collections and Remarketing job functions, and track completion of required training. (10%) Call Quality Monitoring – Conduct call evaluations and provide feedback/coaching to drive improvements to call quality, identify trends including training opportunities and gaps through call monitoring. (25%) Calibration of Quality Expectations – Coordinate and facilitate calibration sessions to ensure consistent quality expectations across the Operations and Vendor leadership teams. (15%) Qualifications Applicants 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 includes: Business-General: 2 years Collections: 1 year Customer Service: 1 year Remarketing: 1 year Education High School Diploma/(GED) is required, Bachelor's Degree is preferred. Additional Knowledge 1 year of previous SME (Subject Matter Expert), leadership, call quality analyst and/or training & facilitation experience preferred. 1 year of frontline Collections, Remarketing, or Customer Service experience preferred. Skills Analytical skills: Ability to integrate information from a variety of sources with varied levels of complexity. Microsoft Office Additional Skills Minimum 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 Prerequisites Operations positions in Client Services, Collections or Remarketing such as a Quality Analyst; Trainer; Team Leader; Subject Matter Expert; Training and/or Call Quality Analyst. Benefits Competitive salary plus an annual bonus based on company performance and/or personal yearly performance. Fifteen (15) additional corporate holidays, allowing for religious holidays or personal time. Participation in the Mercedes-Benz Employee Lease Program. Outstanding medical, dental, and vision insurance; employer-paid short and long term disability; on‑site exercise facilities. Generous paid Family Leave Programs – Six weeks for new parents; adoption expense reimbursement up to $6k per child. Tuition Assistance Scholar Program – up to $8k in vouchers to complete business‑related coursework. EEO Statement Mercedes-Benz Financial Services is an Equal Opportunity Employer. We encourage applications from minorities, women, disabled individuals, veterans and all other protected groups. Organization Mercedes-Benz Financial Services USA LLC Primary Location United States of America – Texas – Fort Worth Work Locations 14372 Heritage Parkway, Fort Worth, TX 76177 #J-18808-Ljbffr Daimler Trucks North America LLC