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Training and Quality Coach
hace 2 meses
About the Role
As a Training and Quality Coach at Empresa Reconocida, you will play a crucial role in ensuring the highest standards of quality and customer service across our organization. Your primary responsibility will be to act as a spider in the web, receiving information and training, and ensuring it is passed on to others.
Key Responsibilities
- Collaborate with the Team Manager and Training and Quality Manager to address skill gaps and implement targeted training interventions to ensure key performance indicators (KPIs) are met.
- Perform customer service new agent trainings and contribute to their development by coaching them to achieve their goals.
- Detect training needs on individual and team levels.
- 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.
Requirements
- High level of Italian, French, and English is mandatory for verbal and written communication.
- Ability to adapt to a flexible work schedule, including weekends and evenings to ensure coverage of business needs.
- 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.
About Us
Empresa Reconocida is a leading company in the industry, committed to creating and maintaining inclusive, diverse, and equitable workplaces throughout our organization. We believe that our teams should consist of a variety of people that share and combine their knowledge, experience, and ideas.
What We Offer
- Attractive benefits with extensive development opportunities around the globe.
- Staff discount card, usable on all our brands in stores and online.
