Trainer & Quality Manager (M/F)

Job Description

Description & requirements

Description

We’re seeking a dynamic Quality Manager to lead our team in delivering top-tier service within the health sector. You’ll ensure our processes meet the highest standards, drive continuous improvements, and enhance customer satisfaction.

If you're passionate about quality, compliance, and making a difference, we’re waiting for you!

Key Responsibilities:

• Lead a team responsible for quality and training;

• Develop and implement quality standards for the customer support team, ensuring compliance with best practices;

• Monitor and evaluate customer interactions, providing feedback;

• Analyze customer feedback and service data to identify trends and areas for improvement, implementing corrective actions as needed;

• Collaborate with the customer to resolve quality issues and enhance the customer support experience;

• Establish and track key performance indicators to measure service quality and team performance;

• Lead quality audits and ensure adherence to internal policies and industry regulations;

• Foster a culture of continuous improvement within the customer support team to optimize customer satisfaction.

Required Qualifications:

• Fluency in English (mandatory);

• Other languages are a plus;

• Proven experience in quality management and customer support;

• Strong understanding of compliance standards and quality assurance processes;

• Excellent leadership skills, communication and problem solving skills;

• Ability to analyze data, identify trends and implement improvements;

• Experience with quality management systems and tools for tracking performance.

What’s in it for you?

• Lucrative bonus in addition to your base salary;

• Access to internal and external training programs to continuously enhance your skills;

• Autonomous working in a position of responsibility;

• An international and friendly work environment in a multinational company.

What is life like at Transcom?

Transcom is a global multinational customer experience specialist providing consulting, customer service, sales, technical support and collections services through our extensive network of contact centers and remote agents.

We are 30 000 customer experience specialists in over 69 contact centers in 26 countries, providing services in 33 languages to global brands in a variety of industries. Transcom is a company committed to equal opportunities between men and women.

At Transcom, we are strongly committed to our customers and to our team. Every day, someone starts his or her journey with Transcom, harnessing the current potential and transforming it into skills for the future. We are recognized for working hard, for working as a team, and for supporting each other.

We are Transcom - there is no limit to how far we can go together.