Global Quality & Training Lead — Ops Excellence

Studapart; Cergy; Sur place; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Transport costs covered (50%)

Health insurance 70% coverage

Meal vouchers

Fitness membership contributions

Christmas gift vouchers

Team-building events

Résumé du poste

Studapart seeks a strategic Quality & Training Manager to establish and lead the Group's Quality & Training activity for Operations in Cergy and Rotterdam based in France. You will define scope, tools and governance while ensuring service quality across the group.

You will partner with Customer Support and Booking Ops managers to structure training, onboarding, quality monitoring, and performance tooling, with frequent travel to Rotterdam and English as the main working language.

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.
• Teaching skills, structure and a results focus, with the ability to convince and motivate teams.
• Comfortable with CRM and telephony tools, e-learning content creation and performance dashboards.
• Fluent English and French are required. English is the main working language.
• Willingness to travel frequently to Rotterdam.

Responsabilités

• Design the Quality & Training activity: scope, operating model, priorities and roadmap.
• Set up tools, rituals and governance needed to run the activity at Group level.
• Harmonise quality and training practices between the Cergy and Rotterdam teams.
• Lay the foundations for the activity to grow as needs evolve.
• Identify training needs and develop complete training programmes.
• Create and maintain training materials (scripts, guides, e-learning content).
• Run onboarding and support new joiners in live situations after initial training.
• Lead group and one-to-one sessions, provide coaching on fundamentals.
• Define and roll out quality standards and control frameworks.
• Build structured quality reporting by individual, team and unit.
• Analyse interactions to identify root causes and drive improvements.
• Collaborate on knowledge base and self-learning culture.

Connaissances

Training design

Quality monitoring

Fluent English

French language

CRM familiarity

Analytics

Call handling coaching

E-learning content creation

Outils

CRM software

LMS/e-learning tools

Call monitoring software

Description du poste

Studapart seeks a strategic Quality & Training Manager to establish and lead the Group's Quality & Training activity for Operations in Cergy and Rotterdam based in France. You will define scope, tools and governance while ensuring service quality across the group.

You will partner with Customer Support and Booking Ops managers to structure training, onboarding, quality monitoring, and performance tooling, with frequent travel to Rotterdam and English as the main working language.