Key responsibilities
Quality Monitoring & Evaluation: Monitor and analyze customer interactions (calls, emails, chats) against quality standards, verifying that agents provide accurate solutions and deliver exceptional customer service. Record evaluations using departmental quality programs.
Coaching & Continuous Feedback: Provide regular, constructive coaching feedback to agents. Partner with Team Leaders and Managers to share performance insights and assist agents in developing their skills.
Training & Onboarding: Design, prepare, and deliver engaging initial and ongoing training programs for frontline employees and middle management. Ensure staff are regularly updated on product, service, and application developments.
Performance Analysis & Improvement: Analyze quality data to create and implement Action Plans (APs). Participate in refining quality monitoring forms, standards, and training materials.
Training Assessment: Measure and report on the effectiveness of training programs using tests, evaluations, and performance metrics, keeping programs vibrant, dynamic, and interactive.
• Nesting & Ongoing Support: Supervise, support, and mentor new hires during onboarding and guide tenured employees toward continuous development.
Requirements
Skills and Competences: Proven ability to coach staff, deliver constructive feedback, and engage trainees through compelling public speaking and facilitation skills.
Analytical & Critical Thinking: Strong analytical and problem-solving skills with the ability to analyze performance data, identify trends, and propose proactive solutions to boost client satisfaction.
Technical Skills: High proficiency in MS Office (Excel, Word, PowerPoint) and familiarity with quality monitoring tools.
Interpersonal & Leadership Skills: Outstanding verbal and written communication skills, exceptional organization, and the ability to motivate staff in a team environment.
Language skills: You need be fluent in either French, Polish, Italian or Germ
📌 Trainingsspecialist (España)
🏢 EURES
📍 España