Quality and Training Manager

Quality & Training Manager

About Sitel:
At Sitel you will join a fun family environment with tons of support and growth opportunity.
Sitel collaborates with some of the best-known global brands to harness the industry's transformation and help consistently deliver outstanding customer experiences. Sitel is one of the world's leading outsourcing providers of customer experience management. With over 30 years of industry-leading experience, Sitel's 90.000 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 29 countries.

The Role:
The main responsibility of a Quality & Training Manager is to lead, motivate, coach and support a team, while developing and driving actions to improve customer satisfaction and reduce agent errors. Additionally, you will create and maintain local quality management procedures, ensuring compliance within client and Sitel requirements.

Key responsibilities will include:

. Develop and implement training plans, which support all areas of the business, for both new employees as well as ongoing for existing associates.
. Ability to correlate identified behaviors through monitoring with operational KPIs and metrics.
. Manage the quality process through calibration, monitoring and data analysis to support continuous improvement.
. Using the main concepts of COPC standards, or similar structure in the feedback of the quality and monitoring evaluations.
. Be able to support, drive and/or execute large projects within the Operations, related to both the Client and Sitel.
. Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all the Specialist Team, encouraging feedback and sharing of ideas and best practice.

About you:
We are looking for a confident and visible leader who can motivate, be resilient, and enthusiastic to achieve success to deliver our client's definitions of excellence. Through performance management, you will train, coach and be an inspirational leader to ensure deliverance of our clients' objectives and targets.

What we are looking for from you:
. Fluent in English and a Nordic language (both written and verbal) is required
. Minimum 3-4 years of experience within a similar role.
. Experience in the BPO industry is a must.
. Excellent people development and communication skills
. Experience of achieving proven results against KPIs
. Analytical mindset and excellent problem solving skills
. Strong organizational aptitude and time management skills
. Approachable and flexible attitude to work
. Demonstrable leadership skills

Why you should join Sitel:
At Sitel, we believe our staff is our most important asset, which means that we take pride in finding the best, most talented and driven employees who will make great colleagues.
Among the benefits of working with us is a great social environment with an atmosphere of joy, peace and ambitions.
Sitel combines knowledge sharing, a 'People-First' culture and embrace the diversity of all the unique individuals who make up Sitel. That is why we say: "Experiences are better when shared".
We take care of you, your progress, and make sure that you have the right conditions to deliver the best results.

Workplace, Contact & Applying:

https://jobs.sitel.com/job/Copenhagen-Quality-&-Training-Manager-1050/814387000/

The workplace will either be at our office in Copenhagen or in Malmö.
We are interviewing on an on-going basis, so please do not hesitate to apply if you feel that this ad sums up your character and ambitions.