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Training & Quality Coach - Italian and French- Customer Service
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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.
- Conduct quality monitoring and assessments of employee interactions (e.g., calls, emails, chats) to ensure compliance with established guidelines.
- 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:
- High level of Italian, French and English is mandatory verbal and written communication. Other languages such as Spanish, Portuguese, Italian, and Greek are valued.
- Abilility to adapt to a flexible work schedule, including weekends and evenings to ensure the covarege of the 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
Apply through our career site providing a copy of your CV by 17th September at the latest.
This is a Permanent Full-Time position (40h). Working and based in our Barcelona Centre.
No relocation package is available and 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 organisation. 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.
We strive to have a fair and equal process and therefore kindly ask you not to attach a cover letter in your application as they often contain information that easily can trigger unintentional biases.
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. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.
In addition to our global benefits, at our Barcelona office we offer the following benefits:
Hybrid Flex Work setup (working from home and from the office) after probation period.
Excellent kitchen facilities and free coffee/hot drinks/water/organic fruit and other treats.
Day off on your birthday and still have the day paid for As well as receive a special discount of 50% off any H&M item.
International working environment, great colleagues, celebrations and fun events.
Referral Program: Bring a Friend and get a Referral fee.
Training and development that supports your professional development.
Employee benefits program where you will find discounts at hotels, activities, gyms & more.
An office located in the heart of Barcelona with a multilingual work environment.
