Training & Quality Coach (Gr)
hace 1 mes
Company Description
It takes a special kind of workplace to make the world’s style more **sustainable** & fashion more **inclusive**. A place where unique talents from all over the world come together to form a **diverse** and dedicated team. A culture of **creativity**, **collaboration** & **growth**. At Customer Service (CS), we welcome you to **be** **yourself** & challenge you to **grow**. Here, you can learn new skills & discover new talents, inspire people to find their style & discover your own career path and re-imagine the future of an entire industry. To help everyone look, feel and do good.
At CS, we contribute to H&M Groups vision and growth by making our customers lives easier. We are a multichannel and multi-brand organization with a focus on the customer dialogue throughout the customer journey. Today CS has around 3500 colleagues globally and has established 16 CS Centres around the world, so far.
**Job Description**:
As a Training & Quality Coach you are responsible to act 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, receive information and/or trainings and make sure to pass it on to others.
You are responsible for training our new hires (NAT) and their entire path within their CS Journey. You monitor and develop a team of 20-25 agents in delivering exceptional & personalized customer service to our Customers. You monitor and evaluate customer contacts, give the employees feedback to improve the customer offer.
You also provide the Team Manager with your quality reports and your quality observations. You detect training need for an individual or team and coordinate with Team Manager, your manager and Global Training team to develop, give training and evaluate results. You also monitor mandatory trainings for your team. Everything you do should contribute to the development of our CS agents on quality standards for now and the future.
**Your responsibilities include but are not limited to**:
**Training**
- Collaborate with Team Manager and Training & Quality Manager to address skill gaps and implement Global targeted training interventions to ensure KPIs.
- Perform CS new agent’s trainings and contribute to their development by coaching them to achieve their goals.
- Detect training needs on individual and team level.
**Quality Monitoring**
- Optimizes and provides feedback on the quality of trainings by analyzing data from the quality assurance tool.
- Proactively monitors possible business risks and acts 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.
- Supports 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:
- A higher vocational degree in a relevant field or equivalent experience is meriting.
- Business mindset
- Ability to work collaboratively in a team environment.
- Excellent coaching, mentoring, and interpersonal skills.
- Strong leadership.
- Ability to handle high complexity.
- Familiarity with quality assurance processes, metrics, and evaluation methods.
- Strong analytical and problem-solving abilities.
- Effective communication and presentation skills.
- High level of **Greek and English **is mandatory for both verbal and written communication, and **Spanish **is valued. Other languages spoken in the Barcelona Centre will be taken into consideration.
Additional Information
**Are you ready to make a difference on your own & never stand alone?**
The contract is full-time (40 hours/week). Monday to Friday 8:00 to 1630 with flexibility
We encourage you to be yourself and respect others for who they are. Our diversity makes us strong and creates an inclusive and welcoming workplace where everyone’s individuality is highly valued. When a great mix of people come together and share their knowledge, experience and ideas, we can inspire and attract customers all over the world.
**Benefits**
As an H&M employee, some of the perks you can have are:
- Discounts on H&M Group fashion and other trendy products
- Hybrid Flex Work setup (working from home and from the office)
- Excellent kitchen facilities and free coffee/hot drinks/water/organic fruit and other treats.
- Day off on your bi
Tenemos otros empleos actuales relacionados con este campo que puede encontrar a continuación
-
Training & Quality Coach (Pt)
hace 7 días
Barcelona, España H&M Group A tiempo completoCompany Description It takes a special kind of workplace to make the world’s style more **sustainable** & fashion more **inclusive**. A place where unique talents from all over the world come together to form a **diverse** and dedicated team. A culture of **creativity**, **collaboration** & **growth**. At Customer Service (CS), we welcome you to **be**...
-
Training & Quality Coach (Pt)
hace 5 días
Barcelona, Barcelona, España H&M Group A tiempo completoCompany DescriptionIt takes a special kind of workplace to make the world's style more sustainable & fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At Customer Service (CS), we welcome you to be yourself & challenge you to grow....
-
Portuguese Training
hace 4 semanas
Barcelona, España H&M Group 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...
-
Training & Quality Manager
hace 2 meses
Barcelona, España H&M Group A tiempo completoCompany Description It takes a special kind of workplace to make the world’s style more **sustainable** & fashion more **inclusive**. A place where unique talents from all over the world come together to form a **diverse** and dedicated team. A culture of **creativity**, **collaboration** & **growth**. At Customer Service (CS), we welcome you to **be**...
-
Training & Quality Manager
hace 2 semanas
Barcelona, España H&M Group A tiempo completoCompany Description It takes a special kind of workplace to make the world’s style more **sustainable** & fashion more **inclusive**. A place where unique talents from all over the world come together to form a **diverse** and dedicated team. A culture of **creativity**, **collaboration** & **growth**. At Customer Service (CS), we welcome you to **be**...
-
Training & Quality Coach - Italian and French
hace 4 semanas
Barcelona, España H&M Group 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...
-
Sales Associate Ii
hace 3 semanas
Barcelona, España Coach A tiempo completo**Description of job**: The Sales Associate contributes to achieving store goals in sales, productivity, and service by utilizing Coach selling skills, and Coach Service training. You will responsible for meeting personal sales and productivity goals, and delivering service that meets or exceeds expectations. You will represent Coach to the consumer, act...
-
Sales Associate Ii
hace 5 días
Barcelona, Barcelona, España Coach A tiempo completoDescription of job:The Sales Associate contributes to achieving store goals in sales, productivity, and service by utilizing Coach selling skills, and Coach Service training.You will responsible for meeting personal sales and productivity goals, and delivering service that meets or exceeds expectations.You will represent Coach to the consumer, act as an...
-
Training & Quality Manager (Spanish & French
hace 2 meses
Barcelona, España Blu Selection A tiempo completoDo you have valuable experience/knowledge in quality and formation that you want to capitalize on? Are you seeking an international structure that will offer you growth and development opportunities? Perfect, then this project and the company are the right match for you! Tasks Your responsibilities and impact working as Training & Quality Manager will...
-
Training & Quality Manager (Spanish & French
hace 5 días
Barcelona, Barcelona, España Blu Selection A tiempo completoDo you have valuable experience/knowledge in quality and formation that you want to capitalize on? Are you seeking an international structure that will offer you growth and development opportunities? Perfect, then this project and the company are the right match for youTasksYour responsibilities and impact working as Training & Quality Manager will...
-
Supervisor I
hace 1 mes
Barcelona, España Coach A tiempo completoCoach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the...
-
Assistant Store Manager I
hace 3 semanas
Barcelona, España Coach A tiempo completoCoach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the...
-
Supervisor I
hace 5 días
Barcelona, Barcelona, España Coach A tiempo completoCoach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the...
-
Field Coach Trainer
hace 6 días
Barcelona, Barcelona, España Louis Vuitton A tiempo completoPOSTEOVERALL MISSIONAs a Field Coach Trainer your mission is to support and develop retail teams in delivering the client experience to the benefit of store business with a focus on improving clienteling. Through local execution of corporate strategy, you will train and coach client advisors to become ambassadors of Brand culture, values and products.Your...
-
Agile Coach
hace 2 semanas
Barcelona, España Bayer A tiempo completo**Agile coach** **Purpose** The Agile Coach role is multi-faceted, with an introductory level knowledge of industry standards in coaching, teaching and facilitating within a team. They work directly with 1-2 cross-functional, self-organizing Agile teams that are part of a larger value stream to enable agility, collaboration, alignment and lean...
-
Quality Lead Gxp Training
hace 3 semanas
Barcelona, España Novartis A tiempo completo12,000! Our Global Network of 12,000 Global Drug Development (GDD) associates plays a central role in driving the company’s long-term growth and delivering on its purpose to improve and extend people’s lives. As our **Quality Lead GxP Training and Development** you will have a high impact on Novartis. Having capable and well trained employees is a...
-
Field Coach Trainer
hace 1 semana
Barcelona, España Louis Vuitton A tiempo completoPOSTE **OVERALL MISSION** As a Field Coach Trainer your mission is to support and develop retail teams in delivering the client experience to the benefit of store business with a focus on improving clienteling. Through local execution of corporate strategy, you will train and coach client advisors to become ambassadors of Brand culture, values and...
-
Deputy Head of Training
hace 2 semanas
Barcelona, España BAA Training A tiempo completoJoin us to leave a significant sign of quality in pilot training! **We promise a highly challenging field and wide scope of responsibilities, which will initially cover**: - Health and safety of the workforce. - Carrying out and attaining the mission and the goals of the business unit managed. - Development of a superior workforce. - Development of the...
-
Quality Lead Gxp Training and Development
hace 2 semanas
Barcelona, España Novartis A tiempo completo390401BR **Quality Lead GxP Training and Development**: Spain **About the role** As our **Quality Lead GxP Training and Development** you role will have a high impact on Novartis. Having capable and well-trained employees is a regulatory requirement and you will help to prevent regulatory and compliance risks to our business. This role will work directly...
-
Team Coach
hace 4 semanas
Barcelona, España American Express Global Business Travel A tiempo completoJob Purpose The Team Coach at GBT is accountable for managing overall performance, coaching individual Travel Counselors and guiding the team to create exceptional business travel experiences for customers. The role holder is responsible for supporting the team and Travel Counselors to meet or exceed key service metrics, revenue targets and performance...
