Come and work with us.

We are looking for a French Trainer & Quality Specialist to join our team.

 

As a Trainer & Quality Specialist in this project, your daily responsibilities will include:

 

Identify training needs by evaluating strengths and weaknesses  Translate requirements into training that will groom employees for the next step of their career path  Build annual training program and prepare teaching plans  Develop or oversee the production of classroom handouts, instructional materials, aids and manuals  Direct structured learning experiences and monitor their quality results  Acclimate new hires to the business and conduct orientation sessions  Deliver training courses  Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls.    Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)  Reports script problems or questions to appropriate areas  Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals  Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved  Provides relevant information for Monthly Quality Report.  Acts at least half a day per week as CSR to keep up experience  Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.  Takes personal responsibility to understand and comply with all company and client security requirements and policies.  Ensures that all team members comply fully with the security policies and requirements of Foundever and client, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.  ‎

To succeed in the role, you will need to have:

 

Native level of French (mandatory)  Intermediate English level (B1)  Good organization / time management skills  Ability to work with a variety of people from diverse backgrounds  Ability to make fair and consistent judgments and decisions  Ability to solve problems and offer suggestions  Ability to influence behavior  Effective project management  Ability to adhere to all organizational policies and procedures  Ability to give constructive feedback to CSRs which lead to performance improvement  Ability to organize, prioritize and multi-task  Good knowledge of effective scripting   Experience of relevant training and coaching techniques   Logical and objective approach to call assessment   Ability to provide feedback in a positive and supportive manner   Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc) Availability to work from our site in Porto office during 4 weeks of training (mandatory) After training, the position will be hybrid based on our Porto site Availability to work from Monday to Friday - 8 AM to 5 PM 

 

Education and experience. College degree or directly related work experience Experience as Trainer in BPO (mandatory) Experience as Quality Specialist in BPO (preferred) 

 

Benefits.

 

Competitive wages Paid professional training Employee discounts Private healthcare & dental insurance (after six months of employment) Growth opportunities through various development programs Fun and engaging company-wide initiatives, including our EverBetter wellness program Job stability Life-long skills and experience Excellent work culture

 

Go further with Foundever®

 

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

 

Apply today!