Job Title:

Job Description

Experience the power of a game-changing career 

Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.  

If you’re looking to grow and be inspired, as a Trainer and Quality Analyst in Barcelona (onsite), you will be part of our team of game-changers who are powering the brands of the future in the Fashion industry 

Career growth and personal development 

We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned. 

What you will do in this role 

As a Trainer and Quality Coach on our team, you will:  

Training

• Newhire Training – Induction, System set up, Content training (updating and creating training material), knowledge checks, final assessment and continuous communication with CNX Belfast leadership regarding trainee EWS
• Nesting support – post NH training (coaching, helpslots and quality scoring as agents are on approvals)
• Collaborating with Team Leaders regarding PSP's – tracking historical performance, identifying PSP triggers and providing support to TL and agent during their PSP
• Cross skill training agents to other LOB’s, provide ongoing refresher training and process update training as guided by the client
• Conducting monthly Workshops for the team on essential client processes including GDPR

Quality

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management) including completing Business Reviews and other Client Required deliverable meetings in collaboration with CNX Belfast leadership team.
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and Clients to ensure scoring consistency and best practices
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Monitor CSAT in collaboration with CNX Belfast leadership team, completing drill downs to investigate key failure area’s and address
• Prepare content of quality reporting in collaboration with CNX Belfast leadership for all client required reports/meetings
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals. Provides insight to Operations and Account Management relative to improvement opportunities    
• QA Appeals – reviewing appeals in a timely manner, updating all records where needed and deliver outcome to agent
• Collaborate and communicate effectively with the flagship CNX Belfast leadership team to deliver Training and Quality data reporting to the client Coaching all agents and SME’s where applicable on their Quality performance on a regular basis

Requirements:

• Native or bilingual in Catalan and advanced level of English
• Experience in delivering client training content
• Experience in quality assurance and coaching
• Experience working as part of a leadership team and collaborating with senior management on client deliverables
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables    
• Proficiency with MS Office package

Personal abilities:

• Excellent organization skills
• Strong communication skills, both written and verbal 
• Collaborative working mind set and approach to team work
• Confidence in communicating and delivering data to Client and Senior Management
• Solution mindset – where gaps in knowledge utilizes resources, such as peers and colleagues, to approach problems
• Self-starter, sense of urgency, and works well under pressure   
• Strong attention to detail    
• Sense of professionalism and ability to develop relationships

What’s in it for you 

In this role, we offer benefits that help you support your unique lifestyle 

- Full time 39 hours/week, permanent contract, rotative shift  Monday to Sunday from 09:00 to 23:00

- Salary 23.376 euros gross/year + up to 2.000 euros gross/year in bonus + private medical insurance

- Great office location in Barcelona

- Full paid training about the company and the project you will be working on  

- Career development program and specialized courses 

Experience the best version of you! 

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.”  

Concentrix is an equal opportunity employer  

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. 

R1773349

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