.Consumer Engagement Services Trainer/Quality (German and French Speaker)Position SnapshotGerman and French Native/Near NativeFluent in English or PortuguesePosition SummaryThe main purpose of the Consumer Engagement Quality/Trainer will execute a global quality program that is aimed at making Consumer Engagement Services (CES) Europe operations significantly more reliable and geared to deliver excellent consumer experience.A Day in the life of...Development and implementation of standard methodologies of trainingProvide training classes to new employees and/or Service providing staff to ensure the quality of procedures according to the guidelinesLeverage the Learning Management System to ensure training development and the accuracy of recordsReview and ensure the training materials and the Learnings' assets are monitored and maintained to quality standardsBuild, implement and monitor audit control for HR Operations to help the team achieve specific goals related with quality, quantity and documentation of calls and transactions, maintaining high level of data integrity, ensuring continuous integration of QA feedbackAssist the surveys related with Voice of Customer (VoC) programRepair and maintain quality to different types of documentation inside the departmentParticipate in project teams to improve the competency-based training program and Development Sciences to ensure they fit the Quality practices implemented throughout key functional areas within Development SciencesPartner with key stakeholders across the organization to address training compliance-related issues and work proactively to improve processes or provide training support services that reduces training risksWhat will make you successfulAdvanced knowledge in German and FrenchKnowledge in English or PortugueseExperience using help desk software and remote support toolsKnowledge of CRM systems and social media/Community ManagementPrevious knowledge on Consumer Handling (3-year experience - preferable)Demonstrate excellence in 'change management' skills and learning agilityHigh analytical skills and insightfulCapable of problem-solving and handle stressful situationsAbility to demonstrate a high degree of energy, passion, inspirational leadership, and strong focus on consumer engagement, collaboration and satisfactionExperienced in leading, training and coaching teamsWhat we offerHere at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance
