Job Description

Roles & Responsibilities

Missions:

Customer relationship management/service improvement

Implement the project's training and quality strategy
to be the client's point of entry on all aspects of professional training and quality
Analyze the results of customer satisfaction surveys and feedback from advisors & managers.
Contribute to the continuous improvement of the client's processes and tools.
Maintain up-to-date quality/training dashboards and transmit information to project teams or Concentrix University

Quality Management

Ensuring the proper application of the Concentrix quality approach (with reference to compliance with Concentrix's contractual commitments to its clients and certification standards, monitoring and analysis of unacceptable situations, development and updating of listening grids)

Team management

Plan/size your team (trainers, senior trainers, quality coach) according to the project's needs
Monitor your team's deliverables and the quality of their work.
To improve the skills of your team
Establish good collaboration between his teams and all the supervisors within the perimeter

Design of training activities

Design and monitor all project training plans according to the needs of employees (advisors or managers)
Ensuring the proper use of pedagogical specializations in project training
Monitoring and measuring the effectiveness of training programs
Facilitating training sessions

What we offer you

At Concentrix, we prioritize the development and well-being of our talent. Here are the benefits we offer to recognize your contribution:

Opportunities for growth, in an ethical and equitable manner
Opportunities for professional development
An attractive compensation package including a periodic performance bonus
Exceptional employee benefits:
- Health insurance
- Supplementary pension after one year of seniority in the company and subscription
- Reduced-price catering service
- Gym with on-site personal trainer. Access is free (this benefit is valid at locations with a gym).

Possibility of enrollment in the company crèche (valid at sites that have one) or crèche subsidy

Leadership and strong managerial skills are qualities required to successfully carry out the mission.

Desired Candidate Profile

Advanced degree in management.

You have excellent communication skills in French and English, both spoken and written.

You are proficient in training and coaching techniques, evaluation methodology, and debriefing techniques.

You have one year or more of experience in a similar role, or in a senior trainer position, or in an operational management role in a call center.

You have proven experience in customer service.

You have analytical skills and know how to recommend improvement and optimization actions.

You are autonomous, rigorous, methodical and persevering.

You have a good team spirit, excellent listening skills, and a business partner approach to operational matters.

Leadership and flexibility are essential assets for the success of your mission.

Training Quality Manager Concentrix Corporation

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