Collections and Remarketing Quality & Training Administrator

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%) Benefits When 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 one: Competitive salary plus an annual bonus based on company performance and/or personal yearly performance; Vacation time plus fifteen (15) additional corporate holidays, allowing celebration of religious holidays or personal time off; Participation in the Mercedes-Benz Employee Lease Program; Outstanding medical, dental, and vision insurance, employer‑paid short and long‑term disability, and on‑site exercise facilities; Paid Family Leave Programs – Six Weeks for new parents; Adoption Expense Reimbursement Program – up to $6,000 per child; Tuition Assistance Scholar Program – receive up to $8,000 in vouchers to complete business‑related coursework. 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. Minimum of 2 years of overall work experience. Preferred experience includes 2 years in Business‑General, 1 year in Collections, 1 year in Customer Service, and 1 year in Remarketing. High School Diploma (or GED) is required; Bachelor’s Degree is preferred. Preferred additional knowledge: 1 year of previous SME (Subject Matter Expert), leadership, call quality analyst, and/or training & facilitation experience. 1 year of frontline Collections, Remarketing, or Customer Service experience preferred. Minimum of 1 year experience creating engaging training material, facilitating training, and/or completing call quality scorecards preferred; 2 years of frontline phone experience preferred. Skills Analytical skills – Ability to integrate information from a variety of sources with varied levels of complexity. Facilitation skills – Effective facilitation of training and educational sessions. PC skills – Proficiency with Microsoft Office. Problem‑solving skills – Ability to develop solutions to complex issues. Additional Skills Minimum of 1 year experience with creating engaging training material, facilitating training, and/or completing call quality scorecards. 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. EEO Statement EEO/Minorities/Females/Disabled/Vets #J-18808-Ljbffr Daimler AG