Training & Quality - Manager Facilitair Contact Center

• Manage, analyze and evaluate the Country performance data against set KPI’s throughout audits and quality management systems.
• Identify proactively training and quality gaps and develop plans to address them before client escalations.
• Ensure that the highest standards of performance are maintained and surpassed.
• Identify relevant training needs and ensure that training specialist are appropriately skilled to deliver the right trainings.
• Liaise with other departments and drive the country quality plan, formulating and agreeing comprehensive training and quality processes and procedures.
• Lead, coach and develop operational leaders in a way that ensures their skills are focused on customer satisfaction.
• Define and design quality plans together with clients, internal organization and external quality measurements vendors.
• Jointly with country management and operational leadership innovate service portfolio.

• University or HBO degree.
• COPC and/or Lean Six Sigma certification preferred.
• English language fluent is mandatory.
• Proven track record in Contact Centre Operation’s and possession of a thorough understanding of contact centre methodologies.
• Previous experience with in-house contact centre in bank or insurances sector would be a distinct advantage.
• Experience with stakeholder management exposure.
• Experience in motivating and encouraging whilst educating and enforcing compliance and quality.

max. 70.000 euro bruto per jaar plus tot 15% winstdeling