Global Training and Quality Manager

  • Contrat Senior
  • Portugal
  • Publié il y a 5 mois

Webhelp Lisbon

Webhelp Think Human

About Webhelp

Webhelp is a French multinational BPO company that is making business more human for the world’s most exciting brands. By choosing Webhelp you will be part of a family of over 100,000 game-changers from more than 140 locations in 55 countries.

Join us at Webhelp Portugal and you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects with some of the best B2C and B2B brands worldwide.

About the job role:

As a Global Training and Quality Manager, you will be responsible for the delivery of adviser onboarding and upskills training for the campaign of our client, the World´s Best Search Engine.

The right person for this role should be enthusiastic to drive an excellent customer experience across the world.

As a Global Training and Quality Manager, you will:

  • Work with the client to deliver training in each of the countries to achieve the targets
  • Complete TNA in all countries to identify gaps in learning to develop new materials to improve constantly across countries
  • Contributing to engagement activities, retention initiatives, customer experience, and business goals through leadership
  • Align all countries in training operating principles in the delivery of material and operational models within Quality teams
  • Support the client to drive customer excellence
  • Organize and lead calibration meetings and work with the countries on any action plans required
  • Report on Quality results
  • Work with different departments to design initiatives within Training and Quality

We are looking for:

  • Native or Proficient in English (C1/C2)
  • Minimum 2-3 years of experience in a similar function
  • Excellent planning, organizational, and time management skills
  • Experience in leading a Quality Excellence team, driving customer experience in an operation utilizing Metrix such as NOS, Csat, and FCR
  • Background in managing, coaching, and mentoring across countries
  • Commercial awareness and good analytical skills
  • Strong communication skills – verbal, written, presentation
  • Outstanding interpersonal skills, relationship management, communications, analytical, presentations skills
  • Robust administrative skills and attention to detail in the management

We offer you:

  • Competitive wages (14 monthly payments per year)
  • Monthly meal allowance in voucher card
  • Health Insurance after 6 months contract
  • Relocation package and flight reimbursement
  • Personal development programs and mentoring to develop skills
  • Possibility to participate in a growing multicultural project
  • Good career prospects in a reputable company that rewards serious and hard workers

Life at our company:

  • Work in a diverse environment with people from over 58 nationalities
  • Benefit from our modern amenities, many discounts in local businesses, company parties and events, and much more!
  • We promote inter-company mobility to work at any of our sites around the world
  • We are certified Great Place to Work
  • Workplace: Lisbon, Portugal.

All submissions will be treated confidentially under the General Data Protection Regulation.

Webhelp Portugal is an equal opportunity employer.

Webhelp considers diversity as a fundamental resource and it offers everyone access to employment opportunities, regardless of their gender, age, religion, ethnicity, or any other classification protected by applicable national laws.

Taille Max : 8 Mo

Détails Emploi Informatique & Web