Come and work with us.We are looking for a French Trainer & Quality Analyst to join our team.
As a Trainer & Quality Analyst in this project, your daily responsibilities will include: Identify training needs by evaluating strengths and weaknesses
Translate requirements into training that will groom employees for the next step of their career path
Build annual training program and prepare teaching plans
Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
Direct structured learning experiences and monitor their quality results
Acclimate new hires to the business and conduct orientation sessions
Deliver training courses
Monitors CSR's performance on a daily basis, by taping, listening to, reviewing and evaluating calls.
Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
Reports script problems or questions to appropriate areas
Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals
Makes monthly call monitoring plan and execute this plan.
Keeps track of what has been achieved
Provides relevant information for Monthly Quality Report.
Acts at least half a day per week as CSR to keep up experience
Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
Takes personal responsibility to understand and comply with all company and client security requirements and policies.
Ensures that all team members comply fully with the security policies and requirements of Foundever and client, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.
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To succeed in the role, you will need to have: Native?level of?French (mandatory)
Intermediate?English?level (B1)
Good organization / time management skills
Ability to work with a variety of people from diverse backgrounds
Ability to make fair and consistent judgments and decisions
Ability to solve problems and offer suggestions
Ability to influence behavior
Effective project management
Ability to adhere to all organizational policies and procedures
Ability to give constructive feedback to CSRs which lead to performance improvement
Ability to organize, prioritize and multi-task
Good knowledge of effective scripting
Experience of relevant training and coaching techniques
Logical and objective approach to call assessment
Ability to provide feedback in a positive and supportive manner
Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc)
Availability to work from our site in Porto office during 4 weeks of training (mandatory)
After training, the position will be hybrid based on our Porto site
Availability to work from Monday to Friday - 8 AM to 5 PM
Education and experience.
College degree or directly related work experience
Experience as Trainer in BPO (mandatory)
Experience as Quality Analyst in BPO (preferred) Benefits.
Competitive wages Paid professional training Employee discounts Private healthcare & dental insurance (after six months of employment) Growth opportunities through various development programs Fun and engaging company-wide initiatives, including our EverBetter wellness program Job stability Life-long skills and experience Excellent work culture Go further with Foundever® We believe in memorable associate experiences.
Here, you can improve your quality of life and grow your career.