Training and Quality Manager

Job Description

We’re CX fanatics, as passionate about our clients as their fans are. It’s why the most-loved brands in the world rely on us. You'll find us behind the brilliance of category-redefining fintechs, technology legends, and more. Now, we are looking for a Training and Quality Manager and we want you to join us!

Join us as a Training and Quality Manager!

Training and Quality manager is one of the KEY roles responsible for successful collaboration with our client. In this role you will be:

• Part of a global management team - working with 5 different delivery countries – Lithuania, Latvia, Estonia, Croatia and Portugal

• Ensuring ISO 18295 standards are in place and met 100% of the time

• Supporting Lithuanian management team with their training needs, participating in the internal and external events

• Organizing quality related internal events and training

• Coordinating and ensuring quality metrics are met in each of business segment

• Coaching and developing competences of Product specialists, Trainers and Quality analysts

• Seeking for constant improvement of the quality and training we deliver to our Client

• Training and supporting the onboarding of the Team Leaders as well as other roles in Bolt project

• Implementing new initiatives and projects related to Customer satisfaction

• Accountable for the quality related KPIs

• Proactively offering the ideas and carrying them out

• Constantly communicating with the Client and building the relationships

• Having fun while reaching 5* delivery results!

What’s in it for YOU!

• Opportunity to contribute to brilliant customer service working in Bolt project with 5 different countries

• Valuable experience and a challenging daily life

• The opportunity to participate in the development of new procedures

• Work from anywhere within EU for 90 days (after trial period)

• Stebby or Health insurance package

• Personal development budget to attend selected conferences and external events

• Phone bill compensation or company phone

• Salary - 2300-3000 (Gross)

We hope that:

• You have an experience in a leadership role with a successful track record

• Customer Experience market and trends are your areas of interest

• CSAT, NPS, MKA, KB, FCR – are common words to you and you see the correlation of these KPIs in Excel

• You feel comfortable delivering the speeches to the auditory

• Changes doesn‘t cause your frustration - you see opportunities instead of challenges

• Like to think out of the box and get creative when you need to reach the goals

• You have excellent written and spoken English and Lithuanian skills

• You are a team player and want to contribute to our success!

What Life at Transcom is like!

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.