APPLY NOW

For our world renowned Client in the luxury industry, we are recruiting a Training & Quality Manager who will be responsible for procedures and team training, as well as for the quality of customer service in line with the standards of excellence of our Client.

Our Client is globally renowned for delighting clients by crafting luxury experiences with every interaction. As their clientele seek to contact via phone and email, it is essential that the service delivered is the same high quality client experience in these channels as in their boutiques. Our Client’s customer relations department is a global center of excellence that is redefining luxury customer service.

Job Description

You will be responsible for procedures and team training, as well as for the quality of customer service at the Maisons in line with the standards of the Group.

You will be in charge of managing a team of 4 people.

Training:

–         Formalising, designing and managing initial and ongoing training systems (face-to-face, distance learning, e-learning, field immersion and shops) for all the customer service partner companies,

–         Defining procedures for Customer Advisors (process, customer voice, response model, etc.)

–         Setting up a target organisation for the training department (organisation charts, profiles, roles and responsibilities)

–         Train the teams (Customer Advisors and Team Leaders)

–         Managing the training roadmap and activity reporting,

–         Ensure monthly knowledge testing.

Quality:

–         Define, analyse and implement the Customer Service quality policy,

–         Formalise and roll out the quality policy (grids + evaluation references) on all contact channels (calls, emails, chat),

–         Managing and running the Quality Monitoring system in line with the Maisons expectations (development of existing evaluation grids, maintenance of the management tool, creation of grids according to needs),

–         Train management teams in the quality systems in place: support Team Leaders in measuring and monitoring the progress objectives of their teams,

–         Facilitate calibration sessions in order to standardize evaluation methods,

–         Analysing quality results: managing monthly internal (Europe + US) and external calibrations with all the Maisons,

–         Preparing and defining a monthly quality assessment per advisor, Maisons and media,

–         Define the skills acquired and the areas for progress,

–         Organise listening/calibration sessions with the Maisons,

–         Understand the expectations of the Maisons and define the areas of progress,

–         Communicate regularly the quality results of the Customer Service,

–         Contributing to Customer Service expertise,

–         To be on the lookout for new methods of steering and monitoring quality.

Your Profile

With a higher education, you must have at least 5 years of successful experience in the field of Quality and Training within a customer service department, as well as in Management.

Results-oriented, you master the main KPIs of a customer service department.

You are motivated by customer satisfaction and you are proactive. You have a pronounced taste for multicultural environments.

Bilingual French & English (C1 level minimum), you are at ease in writing and have good written skills.