B2B Sales Training & Quality Manager

Description

Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 300.000 people working in over 265 dialects and languages, in 80 countries, operating across all business sectors and all continents on behalf of major international companies.

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer). We’re looking for an experienced Training and Quality Manager, who is ready for a new challenge in a truly diverse, multicultural environment that is growing at a fast pace.

We are seeking an individual with solid management experience, a passion for training & processes and a background in B2B Sales or Digital Marketing.

Candidates should possess strong business acumen and strategic perspective, and be able to manage multiple projects simultaneously in a fast-paced environment.

Purpose of the role:

Reporting directly to the Multilingual Operations Training & Quality Manager, the manager will be responsible for leading Training and Quality Team Leaders, Trainers, Quality Analysts and processes, as well as defining and implementing strategies to ensure an excellent training experience for the trainees, and liaising with internal and external stakeholders.

Main responsibilities:

  • Defines and manages the implementation of the end-to-end L&D and quality strategy in the assigned Projects / Operations (Sales and Digital Marketing), in alignment with the Multilingual Operations Training & Quality Manager.
  • Leads the QA & Training Team and ensures they are set for success and deliver training excellence.
  • Based on the strategies defined with the Ops Management and Talent Development Management, establishes processes to identify learning needs, manage development plans and ensure their implementation.
  • Manages the development of the appropriate learning solutions, initiatives, frameworks and curricula for assigned operations
  • Responsible for the implementation of TP Global Training and Quality Standards and Processes for the operations assigned.
  • Supervise on the impact of the training plans for each operation
  • Make sure the proper implementation of the reporting systems (all level) in the projects / campaigns
  • Liaises with, internal and external C-levels, Operation Managers, Recruiting, People Admin Dept, IT, WFM, other depts and Clients

Requirements

  • Fluency in English and Spanish
  • Proven track record of managing training processes in sales operations
  • Min. 2 years experience in team management, preferably in multilingual environments
  • Experience in digital marketing will be considered a strong asset
  • Ability to manage in both remote or B&M environments, coordinating direct and indirect reports
  • Proficient data analysis skills
  • Sharp ability to use data to make decisions and to identify priorities and areas for improvement
  • Ability to plan and carry out knowledge management strategies, measuring the impact
  • Ability to handle multiple tasks at a time and meet deadlines
  • Strong communication, coaching and stakeholder management skills

Benefits

  • Full-time (39 hours/week)
  • Relocation Package (flight, PCR test and economic support for accommodation)
  • Referral Program: Bring a Friend and get a Referral fee (600€ – 1.000€ depending on the language/project)
  • Salary: 40.000€ gross/year – up to 47.000€ gross/year
  • Continuous training and development program
  • Employment with the world’s largest provider of contact center services
  • Excellent work environment, great colleagues, social arrangements and personal development
  • Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team

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