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Training and Quality Manager (Szeged)

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Transcom Hungary Kft. is searching for:

 Training and Quality Manager


The primary objective is to manage the direct and indirect provision of soft and hard skills to the Contact Centre as well as ensuring quality levels meet or exceed client and company expectations. The Training & Quality Manager is responsible for the  development and delivery of Training and Quality Improvement in a Transcom WorldWide business unit.

This position requires effective leadership and efficient management skills for the following key focus areas:


  • Following and developing training and development guidelines as defined by the company
  • Collecting information related to product knowledge and developing training modules. Using product specialists for training and multiplication. Using the Scheduler for scheduling training units
  • Delivering training to new agents as required, following standard Transcom development plan and supported by Training Quality Analysts (TQA)
  • Setting up and implementing training follow-ups with Team Leaders and TQAs following standard Transcom follow-up plans after all training is completed
  • Ensuring that “training supply” meets “training demand” to maintain quality level, through the range of trainings and the quantity of delivery
  • Ensuring regular call calibration sessions as agreed
  • Reporting quality scoring internally and externally at agreed frequencies
  • Escalating quality deficiencies to Contact Centre Management
  • To be a central and responsible point of contact in the company for training, personal development and quality
  • Ensure closed loop communication to Team Leaders and TQAs and external resources. Central point of contact for quality and competence for Business Managers, Contact Centre Manager, Country management.
  • Ensuring the development of each Team and ultimately each Agent
  • To be accountable for quality results from the CSR upwards
  • Provide feedback to Corporate Governance on ideas for improving standards and processes
  • Training of the Team Leaders in monitoring skills (observation of specific behaviours + evaluation)
  • Calibrating with Team Leaders, TQAs, Business Managers, client at regular intervals
  • According to differentiation of Customer Service Representative’s and skills, targets are set with Team Leaders 's and TQAs
  • Defining and designing action plans for quality improvement together with clients, Team Leaders, Business Managers.
  • Ensuring through follow-up that action plan objectives have been met
  • Ensuring that Transcom WorldWide standard procedures are implemented and complied with at all times
  • Responsible for updating, keeping and archiving a library of product knowledge/material and soft skills material/modules


  • Have a good understanding of CRM best practice
  • Have worked for a CRM outsource business
  • Have Native Hungarian+Fluent English skills
  • Have worked in a quality or operations department
  • Have experience in monitoring skills and coaching skills related to behaviour specific feedback
  • Be self motivated and commercially minded
  • Take ownership for quality, competence and commitment
  • Be highly motivated and prepared to work hard
  • Have high personal energy and enjoy a lively environment
  • Be highly flexible and welcome change/improvements
  • Be innovative within the franchise framework

We offer:

  • Multinational enviroment
  • Competitive salary
  • Flexible working time

Location: Szeged

If you are interested in the offered position send your CV to the e-mail address below.

This is a Transcom Cares initiative on People Development



Helyek Csongrád
Kategória Oktatás / Képzés
Szervezés / Menedzsment / Cégvezetés
Minimális tapasztalat 2 év
Munkaidő tipusa Teljes munkaidő
Aktiválás időpontja 2014.02.20.
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