Training and Quality Manager

Há 4 dias


Lisboa, Portugal Konecta Portugal Tempo inteiro

A Konecta é uma multinacional que se dedica à externalização de processos de negócio BPO, desde a planificação e execução de tarefas internas de front office e back office até ao controlo de atividades de agentes externos, orientada para a qualidade, excelência e inovação que assume um amplo compromisso com a sociedade.

Contamos com uma equipa de profissionais especializada, que se dedica aos desafios propostos pelos nossos clientes para alcançar e superar os objetivos.

Gostaria de fazer parte do nosso projeto?

Precisamos de alguém que nos ajude a crescer em Portugal, numa equipa de agentes de Apoio ao Cliente Linha Inbound para prestigiado cliente no setor Energético.

**As principais funções**:

- Coordenar e desenvolver a Formação e a Qualidade da equipa para melhorar as suas competências e gerir eficazmente o seu desempenho
- Fornecer objetivos eficazes, planos de comunicação e ações que garantam a continuidade e o desenvolvimento do serviço
- Fornecer um feedback regular sobre o desempenho e atitude dos colaboradores
- Identificar e avaliar as necessidades futuras e atuais de formação através de análise de funções, percursos de carreira, avaliações de desempenho para cada membro da equipa e consulta com gestores do projeto
- Avaliação qualitativa e quantitativa do serviço prestado
- Monitorizar e avaliar a eficácia da formação
- Assumir o controlo da Qualidade de acordo com os critérios definidos pela empresa
- Apoiar uma cultura de coaching em todo o departamento e facilitar workshops, eventos de formação, fóruns e reuniões, conforme necessário.
- Propor planos de melhoria.
- Manter um profundo conhecimento das tendências, desenvolvimentos e melhores práticas de formação.

**Requisitos**:

- Experiência prévia na área de qualidade no setor de Contact Center
- Fortes aptidões comunicacionais
- Forte sentido de organização
- Excelentes conhecimentos de padrões de qualidade de serviço, preferencialmente em ambiente de Contact Center
- Nível avançado da Ferramenta Microsoft Office, nomeadamente Microsoft Excel
- Formação Pedagógica Inicial de Formadores (CCP) - Fator preferencial

**O que oferecemos**:

- Integração num projeto sólido e estável
- Bom ambiente de trabalho, com uma equipa jovem e dinâmica pronta para te ajudar
- Remuneração fixa + Subsídio de Alimentação + Prémios de Produtividade
- Desenvolvimento profissional numa empresa onde o teu sucesso e bem estar são a nossa prioridade

**Tipo de oferta**: Período Integral, Integral/Full-time

Horário de trabalho:

- Turno de 8 horas



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