German & English speaking QA/Trainer - Athens, Greece 1

3 weeks ago

Athens, Attica, Greece Foundever™ Full time
About FoundeverTM

FoundeverTM is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Come and work with us.

We are looking for a talented German & English speaking QA/Trainer to be responsible for performing training needs assessments, designing and delivering curriculum and learning materials and for managing all phases of training interventions, as also measuring the efficiency of each training process and improve metrics.

As a QA/Trainer, your daily responsibilities will include:

  • Monitors CSR's performance, by taping, listening to, reviewing and evaluating calls.
  • Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
  • Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
  • Implementation of short trainings and measures
  • Identify training needs by evaluating strengths and weaknesses
  • Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
  • Direct structured learning experiences and monitor their quality results
  • Acclimate new hires to the business and conduct orientation sessions
  • Deliver training courses
  • Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
  • Periodically evaluate ongoing programs to ensure that they reflect any changes
  • Alignment with the Client training program and Foundever procedures
  • Takes personal responsibility to understand and comply with all company and client Health, Safety, and Security responsibilities
To succeed in the role, you will need to have:
  • Native German both verbal and written (C1 mandatory)
  • Fluent English both verbal and written (C1 mandatory)
  • Strong verbal and written communication skills
  • Good organization / time management skills
  • Ability to work with a variety of people from diverse backgrounds
  • Ability to make fair and consistent judgments and decisions
  • Ability to solve problems and offer suggestions
  • Ability to adhere to all organizational policies and procedures
  • Ability to give constructive feedback to CSRs which lead to performance improvement.
  • People oriented
  • Structured way of working
  • Knowledge of Foundever policies, procedures, products and services.
  • Very good knowledge in the use of MS-Office
  • Strong coaching ability
  • High quality awareness and self-motivation
  • Structured, process-, solution- and result-oriented way of working
  • Flexible and able to work under pressure
  • Must hold EU citizenship or valid work permit for Greece
Go further with FoundeverTM

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • Very competitive wages and stability
  • Fully paid training
  • Permanent contract
  • Private healthcare
  • Continuous learning/development opportunities
  • Competitive career opportunities
  • A safe, friendly, diverse, supporting and technological company
  • International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
  • EverBetter wellness program (Fitness room in our premises & Personal Trainer)
Apply Today

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.

As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.

We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.

Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.

Follow us.

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