Trainer and Quality Coach (Catalan -speaking) - Onsite – Fashion Industry - PK01

Concentrix; Bellprat; On-site; EUR 21,000 - 26,000; Full time

Benefits offered by this job

Full-time 39 hours/week

Permanent contract

Private medical insurance

Salary plus up to 2,000 EUR bonus

Great Barcelona office location

Job summary

Concentrix is seeking a Trainer and Quality Coach in Barcelona (onsite) to lead training delivery and quality assessments. You will conduct Newhire training, coaching, and monthly workshops, ensuring high standards across calls, chats, and emails.

Collaboration with Belfast leadership supports PSP tracking and client requirements. The role requires native Catalan and advanced English, plus experience in training and quality assurance within a leadership context.

Qualifications

• Native or bilingual in Catalan and advanced level of English.
• Experience in delivering client training content.
• Experience in quality assurance and coaching.
• Experience working as part of a leadership team and collaborating with senior management on client deliverables.
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
• Proficiency with MS Office package.

Responsibilities

• Deliver Newhire Training – Induction, system setup, content training, knowledge checks, final assessment.
• Provide nesting support with coaching and quality scoring.
• Collaborate with Team Leaders on PSP tracking and training updates.
• Cross-skill train agents to other LOBs and run refresher trainings.
• Conduct monthly workshops on client processes including GDPR.
• Evaluate calls and other contacts for quality and prepare reports.

Skills

Catalan (native/bilingual)

English (advanced)

Training delivery

Quality assurance

Coaching

Leadership collaboration

MS Office

Organizational skills

Communication skills

Attention to detail

Self-starter

Tools

MS Office

Job description

Experience the power of a game-changing careerAre you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.If you’re looking to grow and be inspired, as a Trainer and Quality Analyst in Barcelona (onsite), you will be part of our team of game-changers who are powering the brands of the future in the Fashion industryCareer growth and personal developmentWe’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.What you will do in this roleAs a Trainer and Quality Coach on our team, you will:TrainingNewhire Training – Induction, System set up, Content training (updating and creating training material), knowledge checks, final assessment and continuous communication with CNX Belfast leadership regarding trainee EWSNesting support – post NH training (coaching, helpslots and quality scoring as agents are on approvals)Collaborating with Team Leaders regarding PSP's – tracking historical performance, identifying PSP triggers and providing support to TL and agent during their PSPCross skill training agents to other LOB’s, provide ongoing refresher training and process update training as guided by the clientConducting monthly Workshops for the team on essential client processes including GDPRQualityMonitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailMeet departmental productivity requirements and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management) including completing Business Reviews and other Client Required deliverable meetings in collaboration with CNX Belfast leadership team.Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and Clients to ensure scoring consistency and best practicesMaintain strong program knowledge base; basic understanding of client products, services and/or program strategiesMonitor CSAT in collaboration with CNX Belfast leadership team, completing drill downs to investigate key failure area’s and addressPrepare content of quality reporting in collaboration with CNX Belfast leadership for all client required reports/meetingsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals. Provides insight to Operations and Account Management relative to improvement opportunitiesQA Appeals – reviewing appeals in a timely manner, updating all records where needed and deliver outcome to agentCollaborate and communicate effectively with the flagship CNX Belfast leadership team to deliver Training and Quality data reporting to the client Coaching all agents and SME’s where applicable on their Quality performance on a regular basisRequirements:Native or bilingual in Catalan and advanced level of EnglishExperience in delivering client training contentExperience in quality assurance and coachingExperience working as part of a leadership team and collaborating with senior management on client deliverablesDemonstrated ability to multi-task, prioritize, and meet timelines on deliverablesProficiency with MS Office packagePersonal abilities:Excellent organization skillsStrong communication skills, both written and verbalCollaborative working mind set and approach to team workConfidence in communicating and delivering data to Client and Senior ManagementSolution mindset – where gaps in knowledge utilizes resources, such as peers and colleagues, to approach problemsSelf-starter, sense of urgency, and works well under pressureStrong attention to detailSense of professionalism and ability to develop relationshipsWhat’s in it for youIn this role, we offer benefits that help you support your unique lifestyle- Full time 39 hours/week, permanent contract, rotative shift Monday to Sunday from 09:00 to 23:00- Salary 23.376 euros gross/year + up to 2.000 euros gross/year in bonus + private medical insurance- Great office location in Barcelona- Full paid training about the company and the project you will be working on- Career development program and specialized coursesExperience the best version of you!If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.”Concentrix is an equal opportunity employerWe're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.R1773349