Training & Quality Coach - Italian And French | Vpv420

hace 3 semanas

Barcelona, España Empresa Reconocida A tiempo completo

Company Description
H&M Group is a family of brands; H&M, COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, and Afound. At H&M Group, our people are the driving force behind our commitment to creating meaningful growth and more sustainable lifestyles. Help us re-imagine fashion and together we will re-shape our industry. Learn more about H&M Group here.

Position Overview
As a Training & Quality Coach, you are responsible for acting on quality goals and being responsible for individual and team-based development to meet those goals. You need to be the spider in the web, receiving information and/or trainings and ensuring it is passed on to others. You will train our new hires (NAT) and guide them through their entire Customer Service (CS) journey.

Your Responsibilities Include but Are Not Limited To:
Training Collaborate with the Team Manager and Training & Quality Manager to address skill gaps and implement Global targeted training interventions to ensure KPIs.
Perform CS new agent trainings and contribute to their development by coaching them to achieve their goals.
Detect training needs on individual and team levels.

Quality Monitoring Optimize and provide feedback on the quality of trainings by analyzing data from the quality assurance tool.
Proactively monitor possible business risks and act on them.
Collaborate with stakeholders to establish quality metrics, goals, and improvement plans.
Analyze quality data and trends to identify areas of focus for training and process improvement.
Support the Team Manager with a focus on quality and training to improve performance.

Communication & Coaching Communicate training initiatives, quality standards, and expectations to employees and stakeholders.
Provide one-on-one coaching to employees to enhance their performance and development.
Identify opportunities for process improvement, training enhancements, and performance optimization.
Collaborate with cross-functional teams to implement process changes and ensure effective knowledge transfer.

Qualifications
Just like everyone at H&M, we believe you are a social, open, communicative, and ambitious team player full of drive and optimism. Your personal qualities also include:
High level of Italian, French, and English is mandatory for verbal and written communication. Other languages such as Spanish, Portuguese, and Greek are valued.
Ability to adapt to a flexible work schedule, including weekends and evenings to ensure coverage of business needs.
A higher vocational degree in a relevant field or equivalent experience is meriting.
Business mindset.
Ability to work collaboratively in a team environment and independently.
Self-driven.
Demonstrates strong leadership skills and is capable of coaching a team to drive results through effective feedback.
Experience in training and quality control is valued.
Positive attitude and humble spirit.
Familiarity with quality assurance processes, metrics, and evaluation methods.
Strong analytical and problem-solving abilities.
Effective communication and presentation skills.
Additional Information
This is a Permanent Full-Time position (40h) based in our Barcelona Centre. No relocation package is available, and a requirement to have the legal right to work in the location will be applied.

Inclusion & Diversity
H&M Customer Service is a part of H&M Group. At H&M Group, we're determined to create and maintain inclusive, diverse, and equitable workplaces throughout our organization. Our teams should consist of a variety of people that share and combine their knowledge, experience, and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible, and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.

Global Benefits
We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound.

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