Training and Quality Manager for HBO at Webhelp

ABOUT THE POSITION
As Training and Quality Manager at Webhelp, you have a key role and responsibility to secure the competencies and development of all staff. Further you will design, deploy and develop processes that supports the account’s ability to deliver world class customer service.
You will coach and lead Quality Assurance Specialists and Trainers on multiple production sites. You must have the ability to adapt to change and be able to implement corrective actions both for short- and long-term improvements. All training activities will be managed by you, both in classrooms and in other forums. It will be important to develop a cohesive framework for knowledge management. Ensuring that quality monitoring is performed, that gathered data is analysed, and that improvement actions are taken, is a central.
You must adapt your work to the account’s client agreements, set targets and KPI’s. To analyse and evaluate data and business intelligence are key to achieving necessary results as a part of this role. This position includes business travelling.

YOUR RESPONSIBILITIES WILL BE:
Have ownership of the training and quality processes and standards
Be responsible for the compliance to the quality and training processes
Drive initiatives focused on improving the accounts performance
Ensure and monitor that our teams work to the highest standards of Quality
Ensure and develop training methodology, pedagogy, efficiency and quality
Collaborate and be a part of the extended Operational Excellence team
Actively engage with Webhelp across sites and departments to learn about other ways of working within the designated area of expertise
Ensure and develop a close and constructive relationship with the client
Understand and manage the business model that gives the account revenue, cost control and profitability


WE ARE LOOKING FOR YOU IF YOU HAVE...
Strong interpersonal skills, along with the ability to influence
Experience and record tracking of service delivery and quality improvement
Data-driven, analytical and dynamic personality with strategic mindset
Management experience of high performing teams of specialists
Experience in developing and managing processes aligned with the COPC framework, or similar (will be considered as an advantage)


OUR REQUIREMENTS ARE:
Fluent English (both written and spoken)
Minimum of 1 year of managerial experience (longer experience will be considered as an advantage)
Bachelor or Master's degree in Business Administration or equivalent (will be considered as an advantage)
Ability to work from the office
Professional references
Clear criminal record


START: August, 2022
LOCATION: Work from the office in Sweden (Solna), Norway (Oslo), Denmark (Copenhagen), Finland (Helsinki) or Czech Republic (Prague)
EMPLOYMENT TYPE: Full-time
WORKING HOURS: Business hours, Mon - Fri
LAST APPLICATION DATE: May 31, 2022


Webhelp is a multinational Business Process Outsourcing company with its head office in Paris, France, that is making business more human for the world’s most exciting brands.
By choosing Webhelp, you will be part of a community of over 100'000 game-changers from more than 190 locations, speaking more than 80 languages in 50+ countries. 
Join us at Webhelp you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects for some of the most progressive brands worldwide.
More information can be found at www.webhelp.com
Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us
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