Training & Quality Manager

Den Haag, Netherlands
DESCRIPTION

Are you an experienced manager? Are you ambitious and do you see yourself being part of an international team in a dynamic company? Then this is your chance to join the albelli x Photobox group as a Training & Quality Manager!

albelli and Photobox Group have merged to create a leading player in the online European Photo Product and Gifting market. Together we now serve a pan-European customer base of over 7 million customers, supported by our 1,150 colleagues across the United Kingdom, the Netherlands, France, Spain, Germany, Norway and Sweden. We are focussed on inspiring our customers to easily make beautiful photo products and bring their special moments to life.


PURPOSE

As the Training & Quality Manager, you will lead a team of seven Coaches and a L&D Design Lead. In this position, you will report directly to the Head of Customer Care Operations, but of course you will be working with many different people throughout the company.

Together with your team you are responsible for training both new and current Customer Care Experts. This applies to both internal and outsourced activities. You are both coach and facilitator of your team. The focus of the Training and Quality team is personal growth and development of its frontline teams. For new starters we would want to maximise the speed to competence without detriment to quality and for its tenured staff, it would be to enable the operations teams to have high quality coaching sessions with their people.  

In short, a challenging position in a fast-growing and dynamic company that wants to keep doing things the right way. As Training & Quality Manager, you can make an important contribution to this!


KEY RESPONSIBILITIES

  • Aligns and collaborates with the different locations and departments on the training needs and execution of the training & coaching program.
  • Create and continue to develop a quality framework that ensures we are compliant, that agents adhere to processes and that we maximise the results of our interactions with customers.
  • Leads the coordination and execution of the training program for our seasonal agents and current employees.
  • Understands and explores different methodologies and approaches to fostering agent development and develops a mechanism to conduct a training needs analysis based on coaching sessions with team leaders.
  • Own the quality monitoring calibration process, which is to make sure all teams score are aligned in their monitoring and scoring, which will enable representative performance and drive decision making.
  • Develop an accreditation process for our Training & Quality support staff within our Outsourcers so that they are an extension of the Learning & Development team.
  • Build a reporting capability to help operational teams understand where they should focus their efforts to deliver the best results (business & customer).
  • Ensures agents are trained on all new products, services, methods and procedures in accordance with established brand requirements.


REQUIREMENTS 

We are looking for a Training & Quality Manager that is proactive and decisive. Someone who can easily connect with colleagues across the different locations in other countries and is able to communicate convincingly at different levels. Someone who can lead the team by example.

In addition, we would like you to have:

  • An HBO degree or similar work experience.
  • 5+ years’ experience within Customer Care.
  • Knowledge of how to improve performance through a coaching culture.
  • Great leadership skills, a customer-oriented approach, great communication skills and an empathetic approach to both our customers and your team.
  • Good command of both the Dutch and English language in word and writing.
  • You are willing to travel.


WE OFFER

  • A fast-growing eCommerce environment, where you would be able to have positive impact and grow with the organisation.
  • An international office environment.
  • The possibility to work from home.
  • Competitive compensation and lots of benefits.
  • A social atmosphere.
  • An informal, fun and driven culture.

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