Training & Quality Team Leader (Front Office)

As a Training & Quality Team Manager, you will manage and develop a team of trainers and quality specialists who support the Front Office department. You ensure the performance of the service, identify opportunities for improvement and guarantee the quality of the customer experience. You will coach and motivate your employees, build effective training systems and ensure alignment between business objectives, quality of service and team skills.

👉 On a daily basis:

• You will manage Training & Quality performance by defining, monitoring and analyzing key indicators, while identifying opportunities for improvement focused on the customer experience.

• You will participate in the implementation of the strategy with your Manager and implement the strategic objectives within your team.

• You guarantee continuous improvement by identifying concrete actions, implementing control tools and adjusting practices to ensure quality.

• You develop the skills of your employees through coaching, taking into account the needs and abilities of each one.

• You build, harmonize and adapt training and skills development systems to ensure the effectiveness and consistency of practices.

• You will unite your team by giving meaning to messages, ensuring internal communication and structured feedback on needs in the field.

• You will collaborate with the operational and cross-functional teams to ensure alignment between training, quality and business objectives.

• You master your field by following methodological, technical and regulatory developments, and by participating in complex or sensitive operational activities.

🎓 Your profile as a Team Manager: 

• You are a leader and coach with 2 to 5 years of experience: you manage a team with varied profiles and develop the skills of your employees (desired experience in customer care, call centers, banking/insurance or customer services).

• You are performance and results oriented: you monitor and analyze key indicators to manage the team and identify areas for improvement, placing the customer at the center of your decisions.

• You have solid experience in training and quality, and know how to harmonize and develop systems to guarantee skills development and the effectiveness of practices.

• You are a unifying and communicator : you give meaning to messages, ensure the dissemination of strategic information and the feedback of information from the field.

• You are focused on continuous improvement and efficiency : your global vision pushes you to question processes and identify concrete actions to optimize quality and performance.

• You are organized and methodical : you master work methodologies, plan resources and actively participate in the implementation of the strategy.

• You are transversal and adaptive : you understand flows and governance, integrate the needs of other actors and adapt to a changing environment.

• You are innovation and solutions oriented: you propose new ideas and adjust practices to improve processes and the customer experience.

1. Phone Screening

2. Personality questionnaire and reasoning tests

3. Interview with the recruiter and the company

4. Here we go! 🚀