Training & Quality Manager (Spanish Speaker)

Location Barcelona
Discipline: Customer Service
Language English, Spanish
Job type: Mid-Level
Contact name: Tino Legrand

Contact email: tino@bluselection.com
Job ref: 3085
Published: about 1 month ago

Do you have valuable experience/knowledge in quality and formation that you want to capitalize on? Are you seeking an international structure that will offer you growth and development opportunities? Perfect, then this project and the company are the right match for you! 

Your responsibilities and impact working as Training & Quality Manager will be:

  • Guaranteeing the quality of customer transactions in the Barcelona call center
  • Controlling, monitoring  and reporting on the level of quality and its evolution on all the accounts
  • Managing and ensuring the proper deployment of knowledge (initial and continuing training)
  • Building a centralized team (shared or dedicated to each training and quality division)
  • Managing a team of five to ten Quality Managers, who carry out daily quality controls (multi-channel evaluations of emails, calls, chats, verbatim analysis and Csat ratings, productivity, etc.) on each of the customer accounts
  • Proposing and implementing methods for continuous improvement of service indicators 
  • Preparing and steering customer quality committees
  • Being responsible for the quality and completion of the training content

Skills, qualifications, and interests you need to succeed in this role: 

  • You are fluent in Spanish, English and preferably French
  • You have 3 to 5 years of experience in the quality management of a team
  • You have at  least one Outsourcer / BPO experience
  • You have excellent interpersonal, oral and writing skills
  • You are rigorous and analytical
  • You have the ability to enact clear action plans

What's in it for you?

  • Competitive compensation + additional benefits
  • An interesting and challenging project in the BPO industry
  • International and multicultural environment
  • Growth opportunities in a company with worldwide reputation
  • Starting date: ASAP

Your future company 

This French BPO company works with reputed worldwide brands and keeps growing at a fast pace.