We are recruiting a Trainer and Quality Specialist with German and French proficiency for the Shared Services Center of a multinational for a hybrid role in Lisbon.

Main responsibilities:

The main purpose of the Quality trainer  will execute a global quality program that is aimed at making Consumer Engagement Services Europe operations significantly more reliable and geared to deliver excellent consumer experience. 

• Review and ensure the training materials and the Learnings' assets are monitored and maintained to quality standards
• Build, implement and monitor audit control for HR Operations to help the team achieve specific goals related with quality, quantity and documentation of calls and transactions, maintaining high level of data integrity, ensuring continuous integration of QA feedback
• Assist the surveys related with Voice of Customer (VoC) program
• Partner with key stakeholders across the organization to address training compliance-related issues and work proactively to improve processes or provide training support services that reduces training risks

What will make you successful

• Advanced knowledge in English and French
• German and Portuguese (is a plus)
• Experience using help desk software and remote support tools
• Knowledge of CRM systems and social media/Community Management
• Previous knowledge on Consumer Handling (3-year experience)
• Experienced in leading, training and coaching teams

What we offer:

• Direct job contract
• Competitive salary and annual bonus according to your performance.
• Flex Benefits - you can chose what benefit is more suitable to you.
• Hybrid work schedule (Lisbon).

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