Catalan Trainer & Quality Coach – Onsite Fashion Tech

Concentrix Experts Colombia S.A.S.; Barcelona; Presencial; EUR 23 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private medical insurance

Resumo da oferta

Concentrix Barcelona is seeking a Trainer and Quality Coach (Catalan-speaking) onsite in the Fashion industry. You will deliver new-hire induction, create training materials, and conduct ongoing quality assessments to support agent performance.

Collaborating with the Belfast leadership and client teams, you will run monthly workshops, monitor CSAT, prepare quality reports, and contribute to training strategies.

Qualificações

• Native or bilingual in Catalan and advanced level of English.
• Experience in delivering client training content.
• Experience in quality assurance and coaching.
• Experience working with leadership teams and client deliverables.
• Ability to multi-task, prioritize and meet timelines with deliverables.
• Proficiency with MS Office package.

Responsabilidades

• Deliver newhire induction and content training, update training materials and coordinate with CNX Belfast leadership.
• Provide nesting support, coaching, and quality scoring during agent onboarding and post-training phases.
• Collaborate with Team Leaders on PSPs, track performance, and support during PSP events.
• Cross-skill training across LOBs and conduct refresher and update trainings as guided by the client.
• Conduct monthly workshops on essential client processes including GDPR.
• Monitor inbound/outbound calls, chat and email quality; conduct sampling audits and report results to stakeholders.
• Participate in calibration sessions to ensure consistent scoring and best practices.
• Prepare quality reporting and insights in collaboration with leadership for client reviews.
• Support review of key drivers and processes to drive Balanced Scorecards and profitability.
• QA appeals handling and communication of outcomes to agents.
• Collaborate with Belfast leadership to deliver Training and Quality data reporting to the client.

Conhecimentos

Catalan & English

Training delivery

Quality coaching

Leadership & collaboration

MS Office

Ferramentas

MS Office

Descrição da oferta de emprego

Concentrix Barcelona is seeking a Trainer and Quality Coach (Catalan-speaking) onsite in the Fashion industry. You will deliver new-hire induction, create training materials, and conduct ongoing quality assessments to support agent performance.

Collaborating with the Belfast leadership and client teams, you will run monthly workshops, monitor CSAT, prepare quality reports, and contribute to training strategies.