Training & Quality Coach (Gr)

hace 4 semanas


Barcelona, España H&M Group A tiempo completo

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



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