Are you passionate about training, quality assurance, and helping teams achieve excellence? We are looking for a French Trainer & Quality Analyst for our client. This role offers the opportunity to work closely with teams, deliver impactful training sessions, ensure service quality, and contribute to a positive work environment.

As a Quality Analyst and Trainer, your daily tasks will include:

• Develop structured learning experiences and monitor their quality outcomes.
• Prepare employees for career growth by translating requirements into effective training programs.
• Deliver engaging and impactful training courses to employees.
• Monitor, review, and evaluate CSR (Customer Service Representative) performance through daily call assessments.
• Provide constructive feedback to CSRs to improve service delivery, focusing on soft skills, product knowledge, and system expertise.
• Create and execute monthly call monitoring plans while keeping track of progress and achievements.
• Participate in monthly calibrating sessions to ensure consistent evaluation standards across the team.
• Act as a point of escalation for quality-related issues and provide recommendations for improvement.
• Collaborate with supervisors on program changes and communicate CSR performance for appraisals.
• Actively contribute to the Monthly Quality Report by providing relevant data and insights.
• Compliance and Security
• Take appropriate action when identifying non-compliance with policies.

Skills and Qualifications:

• Native-level French and intermediate English.
• Exceptional organizational and time management skills.
• Strong interpersonal skills and the ability to work with diverse teams.
• Ability to make fair and consistent judgments and influence behavior positively.
• Experience with training and quality analyst in a BPO environment (mandatory).

Work Conditions:

• Monday to Friday: 8:00 – 17:00 (PT time)
• Location of the job: Porto
• The training program will first take place in Montpellier, France, from 14th to 18th April (mandatory travel required). This will be followed by onsite training in Porto, starting 28th April. From June onwards, a hybrid working mode from Porto will be implemented, based on performance. 

What's in for you: 

• Competitive Salary: Base salary with additional benefits (language bonus, role complement, meal allowance, performance bonus)
• Private Healthcare & Dental Insurance: Available after six months of employment.
• Paid Professional Training: Gain lifelong skills and experience.
• Career Growth Opportunities: Access to development programs to help you grow.