Quality and Trainer - French Speaker, Lisboa

We are seeking a Quality & Training Specialist who will play a dual role in enhancing both the quality of customer interactions and the training of our Customer Service Specialists. This position will involve monitoring and evaluating the quality of digitally assisted and human interactions, as well as designing and delivering training programs that improve the skills and competencies of our team members.

Your day-to-day:

• Monitor and evaluate the quality of customer interactions across digital and human-assisted channels to ensure compliance and enhance customer advocacy.
• Conduct quality monitoring and evaluations, providing constructive feedback to foster development.
• Lead quality calibration sessions with Team Leaders and external partners to ensure consistent evaluation standards.
• Compile and distribute quality assurance reports for all interaction types.
• Deliver training on essential skills and knowledge required for customer-facing roles, ensuring all team members meet minimum competency standards.
• Conduct role-play activities to help employees develop interpersonal skills, including negotiation, teamwork, and conflict management.

What Will Make You Successful

• University degree or equivalent in commercial or business studies is required
• Experience as a Customer Service Quality Assurance, Trainer, or similar role (mandatory)
• Certifications in Quality tools and methodologies (Six Sigma, Lean, PDCA, etc) are an asset
• Premium brands expertise is an asset
• Analytics skills & clear communication skills (including telephone, written communication)
• Coaching training and/or previous experience
• Proficiency in Microsoft Office (Outlook, PowerPoint, Excel, etc.)
• Fluent in French & English (Level C1)
• Strong work ethic and respectfulness required
• Knowledge of labor legislation is required

What We Offer:

• Multicultural, dynamic work environment
• Local and international exposure
• Flexible benefits
• Meal allowance
• Career progression

Appy now!

Os candidatos interessados, em cumprimento do definido no Regulamento (UE) 2016/679 (RGPD), são convidados a ler a política de privacidade em https://pt.gigroup.com.

Parte da Gi Group Holding, a Gi Group reconhece e respeita a diversidade das pessoas e acredita que proporcionar igualdade de oportunidades, através de processos justos com base na meritocracia e competência profissional, valorizar a diversidade de semelhanças e diferenças que criam a singularidade de cada pessoa e promover uma cultura de inclusão eliminando fatores que desencorajam ou dificultam o acesso, a permanência e o crescimento no mundo do trabalho é fundamental para o seu sucesso. Conheça as nossas Políticas Globais de Alto Nível em https://www.gigroupholding.com/portugal/compromisso-social/.