Multilingual Operations Training & Quality Manager
Barcelona, Catalonia, Spain
hace 2 días
source : Linkedin

Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 420.

000 people working in over 265 dialects and languages, in 88 countries, operating across all business sectors and all continents on behalf of major international companies.

At Teleperformance, we do business with people, for people. We want our employees to be inspired and motivated. Our main goal is to make them proud to belong to Teleperformance through job satisfaction and a great work environment.

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for an experienced Training and Quality Manager, who is ready for a new challenge in a truly diverse, multicultural environment that is growing at a fast pace.

We are seeking an individual with solid management experience, a passion for training & quality processes.

Candidates should possess strong business acumen and strategic perspective, and be able to manage multiple projects simultaneously in a fast-paced environment.

Purpose of the role

Reporting directly to the Multilingual Cluster Training & Quality Manager, the manager will be responsible for leading Training and Quality Team Leaders, Trainers, Quality Analysts and processes, as well as defining and implementing strategies to ensure an excellent training experience for the trainees, and liaising with internal and external stakeholders.

Main responsibilities :

  • Defines and manages the implementation of the end-to-end L&D and quality strategy in the assigned Projects / Operations, in alignment with the Multilingual Cluster Training & Quality Manager.
  • Leads the QA & Training Team and ensures they are set for success and deliver training excellence.
  • Based on the strategies defined with the Ops Management and Talent Development Management, establishes processes to identify learning needs, manage development plans and ensure their implementation.
  • Manages the development of the appropriate learning solutions, initiatives, frameworks and curricula for assigned operations
  • Responsible for the implementation of TP Global Training and Quality Standards and Processes for the operations assigned.
  • Supervise on the impact of the training plans for each operation
  • Make sure the proper implementation of the reporting systems (all level) in the projects / campaigns
  • Liaises with, internal and external C-levels, Operation Managers, Recruiting, People Admin Dept, IT, WFM, other depts and Clients
  • Requirements

  • Fluency in English and Spanish, a third language will be an advantage.
  • Min. 2 years experience in team management, preferably in multilingual environments
  • Experience in quality and training
  • MIn. 2 years ability to manage in both remote or B&M environments, coordinating direct and indirect reports
  • Proficient data analysis skills
  • Sharp ability to use data to make decisions and to identify priorities and areas for improvement
  • Ability to plan and carry out knowledge management strategies, measuring the impact
  • Ability to handle multiple tasks at a time and meet deadlines
  • Strong communication, coaching and stakeholder management skills
  • Min. Six Sigma Green Belt Certification, Black Belt is a plus
  • Benefits

  • Full time position (39h per week, Monday to Friday)
  • Competitive Salary
  • Permanent Contract
  • Referral Program : Bring a Friend and get a Referral fee (up to 2.000€ depending on the language / project)
  • Established career path to grow within the company
  • Employment with the world's largest provider of contact center services
  • Excellent work environment, great colleagues, social arrangements and personal development
  • Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team
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