Quality and Training Specialist, Contact Center- French market

Assist Digital Spa

Quelle sera votre mission ?

Vous serez responsable d'évaluer, de piloter et d'améliorer la qualité du service fourni par nos agents, en veillant à ce qu'elle réponde et dépasse les attentes de l'entreprise et des clients. De plus, vous concevrez, animerez et évaluerez des programmes de formation permettant aux nouvelles recrues comme aux collaborateurs expérimentés de développer pleinement leur potentiel.

Principales responsabilités

Suivi et évaluation de la qualité : Évaluer et analyser les interactions clients (appels, e-mails, chats) selon les normes de qualité définies, en vérifiant que les agents apportent des solutions précises et un service client d'exception. Enregistrer les évaluations à l'aide des outils qualité du service.
Coaching et feedback continu : Proposer un coaching régulier et constructif aux agents. Travailler en partenariat avec les Team Leaders et les Managers pour partager des données sur les performances et aider les agents à développer leurs compétences.
Formation et intégration (Onboarding) : Concevoir, préparer et animer des programmes de formation initiale et continue stimulants pour le personnel de première ligne et le management intermédiaire. S'assurer que les équipes sont régulièrement mises à jour sur les évolutions des produits, services et applications.
Analyse de la performance et amélioration : Analyser les données de qualité pour élaborer et mettre en œuvre des plans d'action. Participer à l'optimisation des grilles d'évaluation, des normes de qualité et du matériel pédagogique.
Évaluation de la formation : Mesurer et rendre compte de l'efficacité des programmes de formation à l'aide de tests, d'évaluations et d'indicateurs de performance, tout en maintenant les sessions dynamiques, vivantes et interactives.
Accompagnement terrain (Nesting) et soutien continu : Superviser, soutenir et guider les nouvelles recrues pendant leur phase d'intégration, et accompagner les collaborateurs expérimentés vers un développement continu.

Profil recherché

Compétences linguistiques : Excellente maîtrise de l'anglais (écrit et oral). Maîtrise du français (langue maternelle ou niveau courant). La maîtrise de l'espagnol est considérée comme un atout.
Expertise en Qualité & Formation : Capacité éprouvée à coacher les équipes, transmettre des retours constructifs et captiver les participants grâce à de très bonnes compétences en prise de parole et en animation.
Esprit d'analyse et sens critique : Solides capacités d'analyse et de résolution de problèmes, avec une aptitude à interpréter les données de performance, identifier les tendances et proposer des solutions proactives pour accroître la satisfaction client.
Compétences techniques : Maîtrise de la suite MS Office (Excel, Word, PowerPoint) et bonne connaissance des outils de suivi de la qualité.
Qualités relationnelles et leadership : Excellentes compétences communicationnelles (orales et écrites), sens aigu de l'organisation et capacité à motiver les équipes dans un environnement collaboratif.
Une expérience dans le secteur de l'automobile constitue un atout.

Ce que nous proposons

Évolution de carrière : Des perspectives de progression claires visant à renforcer votre développement professionnel et votre expertise.
Cadre de travail : Une atmosphère stimulante et internationale, au sein d'équipes pluridisciplinaires et variées.
Contrat : Contrat de travail à temps plein.

Ir a workwide.fr

Oferta de empleo publicada 23 días atrás

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