We're looking for a dynamic individual, with a passion for training and quality to expand their knowledge with English C1 level. Eager to develop his/her career in the customer service industry.
Candidates should possess strong organizational skills, business acumen, be data driven and be able to deliver in a fast-paced, multilingual environment.
The trainer and quality analyst will be responsible for planning, managing and delivering customer support training in a Customer and Technical Operation. At the same time, owning and working towards the quality review of the campaign, along with the analysis of its results.
To align with Ops management, Training and Quality Manager to plan, develop and deliver onboarding and ongoing training programs based on needs analysis and the business goals of the operation, along with the quality review of the campaigns.
To align with management teams on a weekly basis to review the training and quality plan progress, to collect feedback and needs and set up development plans for teams and individuals.
To choose appropriate training methods per case and prepare education material, ensuring their compliance with TP and client standards and guidelines
To implement internal and external best practices into the training and quality which lead to improved performance.
To measure training and quality results, analyze its impact on the ops performance and prepare reports to be shared with the management
To be proactive in creating processes and improving/streamline the existing ones
Responsible for conducting the internal monitoring and feedback per agent as per client’s requirements or internal standards ensuring the needs of the customer and client are met on each and every interaction.
Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication
To attend and lead internal and external calibration sessions and detect areas for improvement and main opportunities
Ability to speak, read and write English fluently and idiomatically (C1) and Spanish at a native level.
Experience in Customer Support Operations
Strong interest in delivering training in a classroom setting and strong analytical skills.
Strong interpersonal, communication and public speaking skills
Good time management and multitasking skills
Desirable experience in training and quality
Ability to handle multiple tasks at a time and meet deadlines
Proficient PC skills (word and excel high level of knowledge is required)
Must be self-motivated, detail oriented, have the ability to accurately gather and document statistics
Must be effective and efficient working in a team environment
Full-time contract, 39 hours/week.
Training and quality onboarding period.
Employment with the world's largest provider of contact center services.
Excellent work environment, great colleagues, social arrangements and personal development.
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