Training and Quality Manager

At Majorel we design, build, and deliver end-to-end Customer Experience for many of the world’s most respected digital-native and vertical leading brands.

Are you: passionate about Quality? Leading people within a growing project and company? Excited to provide exceptional customer service by training the team and the Company?
If your answer is Yes, then apply now!

We are looking for a Training & Quality Manager to join an amazing team in our growing Organization!
You will be working for our client, one of the biggest online accommodation providers worldwide.


Your Role:

• Responsible for Coaches and Trainers to ensure high performing teams standards.
  
• Managing and implementing departments quality monitoring system in accordance with the service standards and processes
  
• Ensuring specified KPI performance; analyzing the quality of the service and creating reports
  
• Maintain and monitor accurate performance trends for each direct report as overall team level performance.
  
• Identifies and develops continuous improvement opportunities implementing common process methodology for process improvement.
  
• Evaluate and manage effectiveness by partnering with operations to create improvement action plans.
  
• Identify, develop, and implement programs for overall quality improvement
  
• Ensure facilitation and coordination of calibration process and sessions (both internal/external)
  
• Develop and maintain strong working relationships with internal operations personnel and clients.
  
• Oversee and administer audits of key support processes.
  
• Ensure consistent application of the quality process/system.
  
• Attend and facilitate client calibration or monitoring sessions
  
• Facilitate Quality training and/or initiatives as directed
  
• Deliver client-facing presentations related to quality

3250-3960 €/mon. gross
Taking in consideration your current professional competence and work experience.