French Trainer + Quality Analyst for an Employee Benefits Platform - Porto, Portugal

Come and work with us.

We are looking for a Native French Quality Analyst + Trainer to ensure that all external and internal requirements are met. You will be responsible for monitoring procedures and outputs and identifying mistakes or non-conformity issues.

As a Quality Analyst + Trainer 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.

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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 5 weeks of training (mandatory)


• Availability to travel to France during the first 5 days of training (mandatory)


• After training, the position will be remote 


• This operation will work from Monday to Friday - 9 AM to 6 PM - with French Holidays


• Must hold EU citizenship or valid work permit for Portugal

Education and experience.

• College degree or directly related work experience


• Experience as Trainer in BPO (mandatory)


• Experience as Trainer in BPO would be a great plus

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!

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