Multilingual Operations Training & Quality Manager

Barcelona, Catalonia, Spain | ST_TQM | ALL

 

This is an exciting opportunity to lead our Multilingual Training & Quality team.

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

Reporting directly to the Head of Talent Development, the manager will be responsible for managing Training Managers 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 whole cluster of multilingual operations (Sales and Customer Support Operations), in alignment with the Head of L&D.
  • Leads the team of QA & Training Managers of the multilingual cluster and ensures their trainers are set for success and deliver training excellence.
  • Based on the strategies defined on a country level, establishes processes to identify learning needs, manage talent development plans and ensure their implementation.
  • Sponsors and manages the development of the appropriate learning solutions, initiatives, frameworks and curricula for existing and new operations
  • Responsible for the implementation of TP Global Training and Quality Standards and Processes for the operations in the multilingual cluster.
  • Supervise on the impact of the training plans for each operation
  • Make sure the proper implementation of the reporting systems (all level) in the cluster
  • Liaises with, internal and external C-levels, Operation Managers, Recruiting, People Admin Dept, IT, WFM, other depts and Clients
  • Manage the development of new business proposals (RFP, Pitch Meeting, Site Visits) for the training and quality, working closely with the Biz Dev Dept
  • Promotes industry-leading training and quality practices.

 

Requirements

  • Fluency in English and Spanish
  • Proven track record of managing training processes in customer management operations
  • Min. 2 years experience in managing multilingual customer management teams
  • Min. 1 year previous experience in leading managers and supervisors
  • Experience in managing B2B Sales Operations 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
  • Six Sigma Green Belt certification essential
  • Six Sigma Black Belt certification desired
  • Experience using DMAIC methodology, identifying improvement projects and performing advanced statistical analysis

 

Benefits

  • Full time position (39h per week, Monday to Friday)
  • Competitive Salary
  • Long Term Contract
  • Referral Program: Bring a Friend and get a Referral fee (600€ -1.000€ depending on the language/project)
  • Established career path to grow within the company
  • 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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