.. high customer satisfaction and demonstrate empathy while solving customer concerns May perform root cause analysis and present findings Work on a line of business that has low ambiguity, is stable, with well-documented procedures Basic Qualifications At least 6 months of experience in retail, hospitality .. outros
A Triangle Talent Solutions, recruta, para fortalecer a equipa do seu cliente, de contact center, em Lisboa, um Técnico de Qualidade e Formaçáo de Contact Center (M/F)
Funçóes
Responsável da qualidade e formação
Garantir o controlo de qualidade de toda a documentação suporte
Verificar os indicadores de satisfação do Cliente
Implementar, desenvolver, coordenar e controlar a execução do Plano de Formação
Garantir que a formação é implementada/executada dentro das normas definidas.
Organizar a estrutura da formação e dos formadores
Identificar e propor ações de melhoria na formação | documental, didática, metodológica
Elaborar e atualizar os materiais de formação. Incluindo scripts, guiões, específicos para cada campanha, função (tipo de atendimento)
Executar documentação e proporcionar formação.
Empreender sessões de coaching e monitoria contínua
formação
Garantir a qualidade e certificação dos formadores
Metodologias de comunicação
Acompanhamento da evolução das avaliações iniciais com a efetiva avaliação na operação
Experiência mínima de 3 anos no sector de Contact Center, como na area da Qualidade e Formaçáo
Disponibilidade imediata.
Experiência no sector do retalho
Formação: Licenciatura na area das Ciencias Sociais / E ou experiência anterior como Tecnico de Qualidade e Formaçáo
Línguas: Português falado e escrito corretamente;
- Espanhol fluente ( preferencial). C1
Oferecemos :
- Integração em empresa dinâmica e inovadora
- Envolvimento em projetos aliciantes e motivantes
- Formação contínua
Tipo de oferta : Período Integral
Horário de trabalho:
- Turno de 8 horas
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