Who is Promethean?

Collaborative discovery is at the heart of the learning experience. With more than two decades helping people learn and grow together, Promethean is a true partner for educators, innovators, and business leaders. Our award-winning interactive displays and lesson delivery solutions transform learning and workspaces into creative, connected environments to foster collective success.

At the heart of Promethean is a team of education strategists, designers, and technologists that is dedicated to inspiring engagement and empowering teachers and students around the world. Our goal is to make education technology commonplace in all learning environments, and we strive every day to develop intuitive solutions that speed learning, insights, and creativity.

The Promethean team spans the globe and our work impacts the lives of millions of teachers and students. We stand by our solutions and our employees, offering highly competitive benefits and compensation, as well as providing a work-life balance that lifts and sustains us as we navigate a new future.

We are #TeamPromethean. Join us.

The Customer Experience group provides support in multiple languages, covering a range of business-critical support and service tasks globally. Our team works collaboratively and with customer obsession to ensure we maintain the quality they deserve because we know that our products are relied upon in classrooms across the world.

The Contact Centre Quality Analyst, Trainer and Coach is responsible for the Quality Assurance, Coaching, Training and Development of Contact Centre agents (TCSR), with the purpose of achieving excellent performance and customer satisfaction.

Job Duties and Responsibilities:

• Effectively communicate the quality expectations, then monitor and review the quality of customer interactions using a range of testing methodologies to ensure that a high standard is being provided


• Provide a coaching environment where TCSRs are motivated, engaged and have a desire to continually improve their knowledge and skills in order to maximize performance and minimize attrition.


• Actively lead employee EDP sessions to ensure that each TCSR feels engaged and has opportunity for progression


• On-going assessment of Global Support Operations (Partner Support, Logistics Admin, Escalations, Contact Centre) Teams knowledge and skills, identifying training needs and submitting proposals for individual & group training


• Classroom training delivery (PartnerHero New Hire (Tier 1), GCC New Hire (Tier 2), Global Support Operations Team continuous development, other Promethean departments and external customers as required)


• Analyze performance related Customer Satisfaction results and use as a tool to improve TCSRs performance using specific customer data


• Assist in the recruitment, development, and retention of effective, diverse team members to work in a customer centric environment

Job Skills and Qualifications:

• Sound understanding of adult learning combined with good knowledge of Promethean products and Support Operations processes and of best practice in terms of service excellence


• Excellent interpersonal, influential and communication skills with the ability to interpret and present technical information effectively


• Resourceful, analytical, willing to learn, and self-motivated with the ability to use initiative


• Well-organized, self-directed, and motivated team player, open to others' ideas


• Effectively prioritizes and plans work activities, uses time efficiently and manages workloads simultaneously managing competing demands and able to deal with frequent change, delays, or unexpected events



This role is office based. Therefore, a requirement of this job is that you be fully vaccinated with the Covid-19 vaccine at least 3 weeks prior to your first day in the office. If you require an exemption from this requirement for a medical reason or sincerely held religious belief, practice or observation, please contact recruiting@prometheanworld.com to request such an exemption.

At Promethean...

We take our work seriously because it has impact! We empower students worldwide to learn. We are driven to continuously innovate and develop educational technology that inspires students to unleash their potential. We believe in the power of education to change the world and come to work each day with our sleeves rolled up ready to make a difference! However, we also appreciate that life isn't just about work. We are a small company with big rewards and understand that you also need time to unwind. Join a company where you can be your best self, work on challenging problems, and have some fun along the way; join Promethean.

Promethean is honored to be an equal opportunity workplace. We realize that by creating teams rich in diverse thoughts and experiences, our people, company and customers are free to thrive. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws. In addition, Promethean values privacy and the protection of personal information. For information regarding personal information we collect and our use of such data please see our privacy policy: https://bit.ly/2I83hwP

#Promethean #EdTechJobs