About this job
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Training & Quality Manager - Richemont

JOBLUX - Grand Prairie, TX , United States

Job description

Training & Quality Manager - Grand Prairie

We recruitAs a Training & Quality Manager you will design and deliver training programs to develop the skills and knowledge of our Multiband Client.

Key responsibilities

Relations Center

  • Plan, coordinate, organize and/or facilitate training to improve performance
  • Design an effective learning & development journey for our CRC
  • Assess the skills, knowledge and experience of the team
  • Evaluate & report the effectiveness of training activities
  • Work with the leadership team to identify individual & team learning gaps and provide necessary learning interventions
  • Lead the local implementation of all Global CRC Training initiatives

Quality Assurance

  • Lead the quality assurance programs in the Dallas CRC
  • Partner with Maisons to ensure that their brand DNA is reflected
  • Leads monthly internal call calibration sessions & Semi-Annual brand calibration sessions using the Global Quality Grid
  • Develop, maintain and continuously improve contact monitoring tools and procedures
  • Serve as Verint Tool and Quality Program subject matter expert

Knowledge Management

  • Maintain the knowledge base to ensure that it is comprehensive, correct and easy to use for our team
  • Develop and evolve the knowledge base over time
  • Operational Support Provide one-on-one coaching and support where appropriate to develop team
  • Serve as a member of the leadership team, and assist operations team with management duties as needed

Your Profile

  • 5+ years of creative facilitation and/or instructional design, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
  • At least 3 years of contact center experience, preferably managing front line associates
  • Advanced classroom facilitation and application of adult learning theory principles required
  • Background in e-commerce, especially the luxury retail sector is preferred
  • Must have experience with eLearning modules, web collaboration and virtual meeting tools, PowerPoint, survey tools and CRM
  • Occasional travel is necessary

Technical skills/abilities:

  • Knowledge of quality monitoring tools and customer satisfaction strategies
  • Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook) knowledge of database software and CRM tools
  • SAP knowledge a plus
  • Bilingual (Spanish / English) is a plus.

Other Skills and Attributes:

  • Ability to interact professionally with employees at all levels of the organization
  • Excellent planning, organizational, and time management skill
  • Able to thrive in customer-centric environment where continuous improvement is a must
  • Excellent verbal, written, and presentation skills required
  • Independent and able to treat confidential information

Education:

  • Bachelor’s degree in Business Administration or related field

Job Type: Full-time

Aditional Information
About this company
JOBLUX is the first niche social network for luxury brands professionals and students/alumni. Our network is present globally in more than 27 countries and translated in over 9 languages. All luxury market fans keep up in an easy to use and rich quality content portal in order to succeed their niche networking, job hunt, read news, grow and collaborate.