I korthet
Transcom is seeking an experienced Training & Quality Manager to lead operational excellence from their Belgrade office. This role involves developing training strategies, implementing quality improvements, and analyzing performance metrics within the customer support industry. The position offers a hybrid work model and opportunities for professional growth.
Ansvarsområden
- Implement quality improvements and prepare reports on internal and external quality results.
- Detect training needs, plan, and coordinate training sessions in alignment with company procedures and HR.
- Develop and ensure the correct creation of all necessary training materials.
- Facilitate regular call calibration meetings.
- Review training to ensure it adapts to service demands.
- Train Team Leaders and other positions in monitoring tasks.
- Establish performance objectives for agents in collaboration with team leaders and the client.
- Define and design action plans to improve quality in coordination with Business Managers and the client.
- Analyze statistical reports on service results to propose improvements and perfect applied metrics.
- Manage the product knowledge repository and verification processes, including monthly product tests, to ensure information is distributed accurately and in a timely manner.
- Manage the product knowledge repository and file material to impart training.
Krav
- Good presentations and communication techniques.
- Full proficiency in English (C1/C2).
- Previous experience in the Customer Support industry is mandatory (3+ years).
- Previous experience in leading teams in the CC industry is mandatory - minimum on a Team Leader level.
- High-level proficiency in the Office package and email communication.
Önskade kvalifikationer
- Previous experience with statistical packages and/or Quality management is an advantage.
- Knowledge of another foreign language is a plus but not mandatory.
Förmåner
- Hybrid model of work (ability to work from our office in Belgrade, Novi Sad or Niš).
- Work contract (first contract is for 1 year).
- Annual performance bonus.
- Private health insurance.
- Weekends are off.
- Working hours are 08-16h.
- Occasional business travels.
- Opportunity to be creative and explore different strategies.
- Supportive and friendly team.
- Personal and professional development and career opportunities.
- Access to internal learning and wellness platforms.
#customer support#training#quality management#operations
Företag
Transcom
Publicerade jobb
för 1 vecka sedan
Anställningstyp
Heltid
Arbetsform
Hybrid
Erfarenhetsnivå
Mellannivå
Platser
Belgrade, Serbia
Sökande
Ansök tidigt