Product Supervisor

Job Title: Product Supervisor (PS) Department: Training & Quality Looking for the opportunity to combine a career as Product Supervisor at Transcom with living in and enjoying the atmosphere of Barcelona?Transcom is a leading Customer Relationship Manager (CRM) provider, delivering cost effective solutions while optimizing efficiency and quality for different customers on the Scandinavian market. Description of Role and Objectives: . The primary objective is to manage the provision of product knowledge and associated skills as well as ensuring that quality levels are meet or exceed client and company expectations.- Client can be external contacts as well as Transcom internal departments such as Business Support Team etc.- By products, we mean those belonging to the client (product line) as well as to Transcom (systems, skills).Responsibilities: This position requires effective communication skills for the following key focus areas: Internal Communication . Performing regular transaction monitoring and calibration sessions as agreed..Supporting Team Leaders in implementing improvement programs and action plans for our Sales Agents (Customer Service Representatives).Knowledge Management .Collecting product information from the client.. Spreading product knowledge to operations (Team Leaders, Business Manager etc).. Updating and improving existing procedures, routines etc.Training . Follow training and development guidelines as defined by the company..Plan training (under Total Quality Manager s supervision).. Deliver product training as required, following Transcom standard.. Evaluate training.Quality . Train the Team Leaders in monitoring skills..Define and design action plans for quality improvement.. Monitor Sales Agents calls..Ensure that Transcom WorldWide standard procedures are implemented Culture . Promote a culture of quality and know-how for all products and services delivered to clients and customers. Others .Attend site meeting..Provide feedback on client workflow/processes.Qualification and experience To qualify for this role we want you to : . Have a good understanding of CRM/Sales best practice .Have previous experience of CRM/Sales outsourcing business . Have worked in a training, quality and/or operations department.. Be fluent in English (verbal & written)..Have other language skills including English.To be successful in this role you must.. Be self-motivated and commercially minded.. Have effective communication skills impacting people behaviour.. Have effective analytical skills to analyse results and make decisions.. Take ownership for quality, competence and commitment.. Be highly flexible and welcome change/improvements.. Enjoy developing others.