Training & Quality Manager for Majorel - Lisbon
Requisition : 40284
We know that it is our people that make the difference. At the heart of how we work, it is our drive to embrace change and to always find ways to do things better.
What do we need? A Training and Quality Manager willing to share expertise, experience, resources and an exceptional person who creates, develops and implements innovative ways to achieve results.
Are you a passionate person, who wants to create impact, coach and lead people to achieve excellence and ultimate service delivery?
Then you are the person we are looking for!
What will you find in Majorel? Remarkable people working to deliver the best results and always finding their way to achieve and improve!
Would you consider to be part of our amazing team as our next Training and Quality Manager ? Majorel is waiting for you!
Who we are :
We’re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands.
Recognizing a very particular kind of drive in each other, our parent companies Bertelsmann and Saham have entered into a long-
term partnership to create a new global leader in customer engagement.
We are relentless, resourceful, resilient and agile. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
We serve customers across the world through our 48,000 employees based in 26 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages.
We support our customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.
Our mission :
We create amazing customer experiences that people value and we are proud of.
By combining talent, data, and technology.
We deliver real impact for our partners.
We are driven to go further.
Your Experience and Skills :
Knowledge in pedagogical techniques and presentations.
Quality of service criteria by customer type and call (broadcast receiving).
Management, motivation and team management.
Knowledge of Quality systems.
Advanced level of the office package. Online and recorded monitoring tools.
Initial Pedagogical Training of Trainers (CCP).
Knowledge of Phone Software (eg Avaya, Genesys, etc.).
Knowledge of product / service.
Knowledge of company procedures.
Knowledge of the market.
Training Management course is a plus.
Your Competencies :
Encourage employees to improve.
Encourage open dialogue and cooperation (problem solving).
Get results (leadership, decision-making, assuming responsibility, tolerance to pressure).
Design and communicate purposes and strategies.
Enable creative environments.
Assume ethical criteria and values (Reliable, Integrity, Equity and Objectivity).
Motivate and support performance.
Ability to add value to Internal and External Clients.
Value innovative and creative talent.
Take on social responsibility.
What you will do :
Coach, manage, coordinate and develop Training and Quality team members to build their skills and effectively manage their performance.
Deliver effective goal setting, communication plans, 1 : 1s and regular team weekly meetings.
Supervise the functions of the team and establish plans for development and improvement of the team and all the staff of the platform.
Conduct a monthly (minimum) meeting with each employee in order to provide regular feedback on performance and attitude.
Prioritize team activities and set goals
Resolve doubts or incidents in the area
Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals for each team member and consultation with line managers
Draw an overall or individualized training and development plan that addresses needs and expectations by identify and analyse the training needs of the services, preparing the training plan for a specific period.
Evaluate the quantitative and qualitative level of quality of the services offered, performing the analysis and report, and the quality plan.
Introduce improvements in case of gaps.
Monitor and evaluate training effectiveness by perform listening, participating in training sessions with agents.
Carry out task calibration actions with the members of your work team.
Ensure the registering of training hours for the Relatório Único .
Take ownership of the Quality Monitoring, ensuring it supports the business goals of delivering a good customer experience and driving compliance with processes, as well as engaging staff in their own development.
Develop actions to guarantee the continuity and development of services
Build strong relationships with key stakeholders throughout Operations and the wider business.
Support a coaching culture throughout the department and facilitate workshops, learning events, forums and meetings as required.
Effectively lead and / or contribute to projects related to business change, such as the roll out of new systems and processes / new clients, entry level leadership development and change management.
Identify and define monitoring reports with the Client.
Conduct regular meetings with the clients.
Participate in the rollout of new proposals.
Propose improvement plans.
Maintain a keen understanding of training trends, developments and best practices
Any other function that is considered relevant and necessary in the business.
Our offer :
Competitive salary conditions
Development / wellbeing related classes (these vary throughout the year, ask for further details), partnerships / discounts and year round events and fun competitions
Excellent reputation as responsible employer with presence in Portugal for more than 50 years
Stable multinational company with long term local growth
Modern work environment at an attractive location with excellent public transport connections
An international environment employing people from different nationalities and cultures
Our commitment :
At Majorel, we are driven to go further and we will help you make it your own. If you are searching for a company that listens to your ideas, supports your individual growth, recognizes your contributions, and provides a flexible, inclusive and amazing work environment then this is your chance to apply!
Apply now to join us in a vibrant, multi-cultural city center environment. Explore you career possibilities and work on your personal development.
Above all, enjoy the experience of working with a highly prestigious brand!
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