Job Title:
Trainer and Quality Coach (Catalan -speaking) - Onsite – Fashion Industry - PK01
Job Description
Experience the power of a game-changing career
Are you looking for what's next?
We're a integral technology and services leader that powers the brands of the future.
We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.
If you're looking to grow and be inspired, as a
Trainer and Quality Analyst in Barcelona (onsite)
, you will be part of our team of game?changers who are powering the brands of the future in the Fashion industry
Career growth and personal development
We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed.
At Concentrix, there's a real career and personal growth potential.
In fact, about 80% of our managers and leaders have been promoted from within
That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned.
What you will do in this role
As a
Trainer and Quality Coach
on our team, you will:
Training
Newhire Training – Induction, System set up, Content training (updating and creating training material), knowledge checks, final assessment and continuous communication with CNX Belfast leadership regarding trainee EWS
Nesting support – post NH training (coaching, helpslots and quality scoring as agents are on approvals)
Collaborating with Team Leaders regarding PSP's – tracking historical performance, identifying PSP triggers and providing support to TL and agent during their PSP
Cross skill training agents to other LOB's,



provide ongoing refresher training and process update training as guided by the client
Conducting monthly Workshops for the team on essential client processes including GDPR
Quality
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Meet departmental productivity requirements and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management) including completing Business Reviews and other Client Required deliverable meetings in collaboration with CNX Belfast leadership team.
Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and Clients to ensure scoring consistency and best practices
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
Monitor CSAT in collaboration with CNX Belfast leadership team, completing drill downs to investigate key failure area's and address
Prepare content of quality reporting in collaboration with CNX Belfast leadership for all client required reports/meetings
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
Provides insight to Operations and Account Management relative to improvement opportunities




QA Appeals – reviewing appeals in a timely manner, updating all records where needed and deliver outcome to agent
Collaborate and communicate effectively with the flagship CNX Belfast leadership team to deliver Training and Quality data reporting to the client Coaching all agents and SME's where applicable on their Quality performance on a regular basis
Requirements:
Native or bilingual in Catalan and advanced level of English
Experience in delivering client training content
Experience in quality assurance and coaching
Experience working as part of a leadership team and collaborating with senior management on client deliverables
Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
Proficiency with MS Office package
Personal abilities:
Excellent organization skills
Strong communication skills, both written and verbal
Collaborative working mind set and approach to team work
Confidence in communicating and delivering data to Client and Senior Management
Solution mindset – where gaps in knowledge utilizes resources, such as peers and colleagues, to approach problems
Self-starter, sense of urgency, and works well under pressure
Strong attention to detail
Sense of professionalism and ability to develop relationships
What's in it for you
In this role, we offer benefits that help you support your unique lifestyle
Full time 39 hours/week, permanent contract, rotative shift Monday to Sunday from 09:00 to 23:00
-
Salary ** euros gross/year + up to * euros gross/year in bonus+ private medical insurance
Great office location in Barcelona
Full paid training about the company and the project y

📌 Trainer And Quality Coach (Barcelona)
🏢 CNX
📍 Barcelona