German Trainer and Quality Analyst

1 semana atrás

Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro
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German Trainer and Quality Analyst - Lisbon, Lisboa

Client:

Speakit

Location:

Lisboa, Portugal

Job Category:

Other

EU work permit required:

Yes

Job Description:

This position is a mix of Training & Quality Analyst for the implementation of a new client, being responsible for delivering training for a brand new team and developing Quality Analyst responsibilities once the team is formed.

This role involves designing, implementing, and evaluating comprehensive training programs that align with business objectives. The Training Specialist will create a positive learning environment, deliver training content through various mediums, and ensure new hires and existing employees are equipped with the skills needed to excel.

This person will also be responsible for Quality Analyst duties depending on the business needs of our clients.

Responsibilities:

1. Identify training needs by evaluating strengths and weaknesses on the project by monitoring results (Quality, Productivity KPI) or as per operation insights/feedback.
2. Translate requirements into training that will develop employees for the next step of their career path and build an annual training program with teaching plans.
3. Develop or oversee training roadmap/modules, classroom handouts, instructional materials, aids, and manuals.
4. Create, supervise, and evaluate regular assessments roll-out, including the development of corrective action for errors.
5. Acclimate new hires to the business and conduct orientation sessions.
6. Deliver training content through various channels/mediums, such as onsite training rooms, virtual meetings, on-floor huddles, and one-to-ones.
7. Ensure self-paced training courses are completed.
8. Assess training effectiveness to ensure the incorporation of taught skills and techniques into employees' work behavior and track and analyze training programs by examining agent performance.
9. Periodically evaluate ongoing programs to ensure that they reflect any changes.
10. Recommend changes to training programs, correlating them with KPIs.
11. Modify and present training programs for representatives/agents.
12. Provide exercises and activities that enhance the learning process.
13. Stay abreast of new trends and tools in employee development.
14. Serve as a single point of contact for all product training and documentation needs, and develop training sessions from it.
15. Maintain project training documentation and activity records up to date.

Quality Analyst:

1. Monitor CSR's performance daily by reviewing and evaluating call chats.
2. Provide appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts, aiming to improve service delivery.
3. Participate in meetings with supervisors and Team Managers/Project Leaders to discuss monitoring outputs.
4. Report script/procedure problems or questions to appropriate areas.
5. Assist clients in monitoring specific programs as needed.
6. Communicate with supervisors on program changes and CSR actions for performance appraisals.
7. Stay informed about client processes and recommend program changes where appropriate.
8. Conduct root cause analysis and create corresponding action plans.
9. Make monthly improvement plans and track achievements.
10. Provide relevant information for weekly/monthly quality reports.
11. Provide feedback to the training department about issues arising from monitoring that need to be addressed in training new agents.
12. Act as CSR for at least half a day per week to maintain experience.
13. Participate in weekly/monthly calibration sessions to ensure scoring skills and interpretation of calls are consistent with other QARs.
14. Attend quality meetings and any other reasonable meetings with clients or operations.
15. Perform any other reasonable duties requested by the client or direct managers.
16. Take responsibility for personal development.

Requirements:

1. Previous experience as a Trainer within the BPO/Contact Center industry - mandatory.
2. Ideally previous experience as a Quality Analyst within BPO/Contact Center industry, although it is not mandatory.
3. Fluent level of English.
4. At least C1 level of German.
5. Special Certifications: CAP is a plus.
6. Availability to work 100% onsite is mandatory.

Benefits:

1. Attractive salary package (14 salaries per year).
2. Performance bonuses.
3. Fixed language bonuses.
4. Fixed complexity bonuses.
5. Signing bonus: 1000€ upon joining the company + 250€ every quarter for 24 months.
6. Relocation package for candidates moving within Portugal.

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