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Training and Quality Manager English Fluent (M/F)


01.06.2022 | Lisboa | Referência: 2046917


Descrição da Função

Your new company

Integrate a multinational company that deliver and differentiate customer experience on behalf of some of the world’s most respected brands.

Your new role

You will be responsible for:

- Coach, manage, coordinate and develop Training and Quality team members to build their skills and effectively manage their performance. Deliver effective goal setting, communication plans, 1:1s and regular team weekly meetings;

- Supervise the functions of the team and establish plans for development and improvement of the team and all the staff of the platform;

- Conduct a monthly (minimum) meeting with each employee in order to provide regular feedback on performance and attitude;

- Prioritize team activities and set goals;

- Resolve doubts or incidents in the area;

- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals for each team member and consultation with line managers;

- Draw an overall or individualized training and development plan that addresses needs and expectations by identify and analyse the training needs of the services, preparing the training plan for a specific period;

- Evaluate the quantitative and qualitative level of quality of the services offered, performing the analysis and report, and the quality plan. Introduce improvements in case of gaps;

- Monitor and evaluate training effectiveness by perform listening, participating in training sessions with agents;

- Carry out task calibration actions with the members of your work team;

- Ensure the registering of training hours for the “Relatório Único”;

- Take ownership of the Quality Monitoring, ensuring it supports the business goals of delivering a good customer experience and driving compliance with processes, as well as engaging staff in their own development;

- Develop actions to guarantee the continuity and development of services;

- Build strong relationships with key stakeholders throughout Operations and the wider business;

- Support a coaching culture throughout the department and facilitate workshops, learning events, forums and meetings as required;

- Effectively lead and/or contribute to projects related to business change, such as the roll out of new systems and processes/new clients, entry level leadership development and change management;

- Identify and define monitoring reports with the Client;

- Conduct regular meetings with the clients;

- Participate in the rollout of new proposals;

- Propose improvement plans;

- Maintain a keen understanding of training trends, developments and best practices;

- Any other function that is considered relevant and necessary in the business.

What you'll need to succeed

We are looking for a professional with:

- English Fluent;

- Knowledge in pedagogical techniques and presentations;

- Quality of service criteria by customer type and call (broadcast receiving);

- Management, motivation and team management;

- Knowledge of Quality systems;

- Advanced level of the office package;

- Online and recorded monitoring tools;

- Initial Pedagogical Training of Trainers (CCP);

- Knowledge of Phone Software (eg Avaya, Genesys, etc.);

- Training Management course is a plus.

What you'll get in return

Competitive salary with monthly performance bonus, stable multinational company with long term local growth, modern work environment at an attractive location with excellent public transport connections, development/wellbeing related classes (these vary throughout the year, ask for further details), partnerships/discounts, excellent reputation as responsible employer with presence in Portugal for more than 50 years, an international environment employing people from different nationalities and cultures.

License 354

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.


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