Italian Customer Service Trainer and Quality Analyst
Teleperformance Spain, Spain

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Unspecified
Total Vacancies
1 Job
Posted on
May 10, 2021
Last Date
Jun 10, 2021
Location(s)

Job Description

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is currently looking for a Customer Service Trainer and Quality Analyst for one of our clients.

You will be responsible for performing training needs assessments, designing and delivering learning materials and for managing all phases of training interventions.

Main Responsibilities

  • Identify training needs by evaluating strengths and weaknesses
  • Translate requirements into trainings that will groom employees for the next step of their career path
  • Build annual training program and prepare teaching plans
  • Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
  • Direct structured learning experiences and monitor their quality results
  • Acclimate new hires to the business and conduct orientation sessions
  • Deliver training courses
  • Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
  • Periodically evaluate ongoing programs to ensure that they reflect any changes
  • Stay abreast of the new trends and tools in employee development
  • Identifying training needs by evaluating strengths and weaknesses
  • Translating requirements into trainings that will groom employees for the next step of their career path
  • Building annual training program and preparing teaching plans
  • Performs calls, secure email and chat reviews using established quality monitoring forms.Review for compliance with policies and procedures, ensures staff are providing accurate information
  • Review After Call Surveys.
  • Prepare quality reports and performance trends.
  • Provides management with daily and month end call management and department performance reports.

Requirements

  • Italian native speaker
  • Fluent English
  • BA/BS degree or equivalent practical experience.
  • Experience in Fintech industry
  • Experience in Customer Support Operations
  • Previous Salesforce.com knowledge will be an advantage
  • Strong interest in delivering training in a classroom setting.
  • Critical-thinker and problem-solver
  • Ability to speak and write English fluently and idiomatically and French.
  • Strong interpersonal, communication and public speaking skills
  • Good time management and multitasking skills
  • Desirable experience in training
  • Desirable project management skills

Benefits

  • Full time position, 39h per week, Monday to Friday, from 9.00 to 18.00
  • Salary: 21.000 gross/year + up to 2.000 gross/year in bonus
  • A permanent presence of coaches who will facilitate your personal and professional development
  • Established career path to grow within the project
  • Bi-weekly, monthly or quarterly contests
  • Employment with the world's largest provider of contact center services
  • Excellent work environment, great colleagues, social arrangements and personal development
  • Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team

Job Specification

Job Rewards and Benefits

Teleperformance Spain

Information Technology and Services - Madrid, Spain
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