Job offer: French-English speaking quality and training manager | Marrakech, Morocco)
Job title: French-English speaking quality and training manager | Marrakech, Morocco)
Business:
Description: Company: We are a global leader in technology and services that power the brands of the future. We help well-known brands – the ones you use every day – improve their businesses with technology and integrated solutions, in more than 70 countries. In everything we do, we believe in doing the right thing by and for people: our game-changers, our customers and their customers, our community, our planet. Discover the power of Concentrix.Position:Job description:Reporting to the quality & training project manager, you manage the entire quality/training policy of your project in constant interaction with Webhelp clients and management. production/account. You also guarantee compliance with training processes as well as the achievement of the quality objectives of the entrusted project. MissionManagement of the relationship with the customer/improvement of the service
Implement the project’s training and quality strategy Be the client’s entry point on aspects of business training and quality Analyze the results of customer satisfaction surveys and feedback from advisors & supervisors. Contribute to the continuous improvement of client processes and tools. Maintain quality/training dashboards and transmit information to project teams or Webhelp University
Quality management
Guarantee the proper application of the Webhelp quality approach (with reference to compliance with Webhelp’s contractual commitments to its clients and certification standards, monitoring and analysis of unacceptable situations, development and updating of listening grids, etc.)
team management
Plan/size your team (trainers, senior trainers, quality coach) according to the needs of the project Monitor your team’s deliverables and the quality of its service Improve your team’s skills Establish good collaboration between your teams and all supervisors of the perimeter
Design of training actions
Design and control all project training plans according to the needs of employees (advisors or supervisors) Guarantee the proper use of educational methods in project training Monitor and measure the effectiveness of training Conduct training
Profile sought: Profile:
Higher education in management. You have excellent communication in French and English, oral and written You master training and coaching techniques, evaluation methodology and debriefing techniques You have experience of one year or more in a similar position or in a senior trainer position or in an operational management position, in a call center. You have proven experience in customer facing You have a sense of analysis and know how to recommend improvement and optimization actions. You are autonomous, rigorous, methodical and persevering. You have a good team spirit, great listening skills and a business partner approach to operational staff. Leadership and flexibility are essential assets for the success of your mission.
Advantages: We offer you:
An attractive salary package A range of social benefits: health insurance, supplementary pension, on-site catering area, crèche/crèche subsidy, etc. Pleasant working conditions and career development prospects
Address of our headquarters: 43, Bd Ibn Sina Desired personality traits: Extraversion Emotional distance Conventional Flexibility
Salary :
Location: Marrakech
Date: Sun, 19 May 2024 06:08:43 GMT
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