Client Quality & Training Manager

Job Overview

  • Postal Code 1000
  • Salary Offer 25000€
  • Salary Ranges €20.000 ~ €30.000
  • Experience Level Junior~Mid
  • Total Years Experience 0~5

Role: Client Quality & Training Manager

Industry: BPO / Call Center

Location: Braga (next to railway station) Porto (Matosinhos)

Key Languages: Fluent level of English + Fluent level of French or Spanish will be a plus

 

Your New Company

Our client is an American business services company specializing in customer engagement and business performance. They began operating in Porto, Portugal in 2015 and their operation employs more than 2000FTE. They provide support services for international clients and host a multicultural environment.

 

Your Responsibilities:

You will work within the Quality Team and report to the Delivery Project Executive, your main responsibilities will be:

  • You will manage the program team to achieve the Quality requirements
  • You will provide effective personnel coaching & development
  • You will provide reports concerning Quality requirements to internal & external stakeholders as well as clients, inclusive of analyzing performance whilst identifying business performance needs and areas for improvement, also responsible for identifying new trends and make suggestions
  • You will participate in client meetings and support management and the transition and implementation of new projects
  • You will Drive optimized team performance and production, including coordination and tracking of team attendance, time off requests and actual, work schedules to compliment hours of operations, back-up support and daily / weekly production goals
  • You will follow client protocols and procedures

What success is made of…

  • You have at least 1 year of previous experience as a Quality Manager in a medium/large size Call Center / BPO Industry, training experience will be a plus
  • You have excellent analytical skills and are quality and detail oriented
  • You have strong knowledge of customer care processes and techniques
  • You are an excellent team player
  • You are Microsoft proficient
  • You speak the languages required

 

What’s in it for you?

  • Permanent Contract
  • Monday-Friday 9am-6pm;
  • Competitive salary;
  • 25 Public Holidays
  • Health & Life Insurance
  • On-site parking offered at the Braga site location
  • Lots of teams-initiatives, such as sweets & crepes days and many other team engagement activities
  • Hybrid work model, split between work from home and on site

 

Here’s what you need to do next…

  • If you’re interested in this role, send us an up-to-date copy of your cv.


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