Global Quality & Training Architect

Academic Key; Cergy; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

Studapart in Cergy is seeking a Quality & Training Manager to build the Group's Quality & Training activity from the ground up. You will design scope, methods and tools affecting the Operations teams in Cergy and Rotterdam.

You will develop training programmes, onboarding, and quality monitoring, creating materials, dashboards, and knowledge resources. Fluency in English and French is required, with frequent travel to Rotterdam to implement initiatives.

Qualifications

• 5+ years of experience in training, quality management or quality monitoring of customer service or operations teams.
• Experience building a quality or training activity from scratch or a strong drive to do so.
• Experience setting up a quality monitoring programme (call listening, audits, calibration).
• Solid knowledge of customer service best practices and operational process management.
• Ability to analyse spoken and written interactions and turn them into concrete recommendations.

Responsibilities

• Design the Quality & Training activity: scope, operating model, priorities and roadmap.
• Set up tools, rituals and governance for group-level operation.
• Harmonise quality and training practices between Cergy and Rotterdam teams.
• Develop training programmes covering customer service posture, tools, and processes.
• Create and maintain training materials (scripts, guides, e-learning content).
• Lead onboarding and coaching sessions, audits and performance reviews.

Skills

Training management

Quality monitoring

Data analysis

CRM tools

E-learning content

English

French

Tools

CRM systems

Telephony tools

Knowledge base tools

Dashboards

Job description

Studapart in Cergy is seeking a Quality & Training Manager to build the Group's Quality & Training activity from the ground up. You will design scope, methods and tools affecting the Operations teams in Cergy and Rotterdam.

You will develop training programmes, onboarding, and quality monitoring, creating materials, dashboards, and knowledge resources. Fluency in English and French is required, with frequent travel to Rotterdam to implement initiatives.