General Information

Location
Zagreb
Job ID
11304
Job Category
Operations Leadership
Language Requirement
English

Description & requirements

Description
We have an amazing Training & Quality team, we are now looking for an equally amazing person to guide them! If you thrive when developing training strategies and elevating quality metrics and you are looking to take the next step in your career and shape our operational excellence, this is your moment! 

Join us as a Training and Quality Manager!
Your main responsibilities would be to:
  • Implement quality improvements and prepare reports on internal and external quality results
  • Manage and report on quality shortcomings detected within your area of responsibility
  • Detect training needs, plan, and coordinate training sessions in alignment with company procedures and HR
  • Develop and ensure the correct creation of all necessary training materials
  • Facilitate regular call calibration meetings
  • Monitor training courses to guarantee quality and compliance
  • Review training to ensure it adapts to service demands
  • Train Team Leaders and other positions in monitoring tasks
  • Establish performance objectives for agents in collaboration with team leaders and the client
  • Define and design action plans to improve quality in coordination with Business Managers and the client
  • Analyze statistical reports on service results to propose improvements and perfect applied metrics
  • Manage the product knowledge repository and verification processes, including monthly product tests, to ensure information is distributed accurately and in a timely manner

What’s in it for YOU?
  • Work from home model of work
  • Permanent work contract
  • Semiannual bonuses
  • Private health insurance
  • Opportunity to be creative and explore different strategies
  • Supportive and friendly team
  • Personal and professional development and career opportunities
  • Access to internal learning and wellness platforms

What are we looking for?
  • Full proficiency in English (minimum B2/C1)
  • Strong communication skills, with the ability to clearly and effectively convey information and maintain open dialogue
  • Results-oriented mindset, with ownership of goals and focus on delivering measurable outcomes
  • Minimum 3+ years of experience in a Contact Center environment
  • Previous experience in a leadership role in a CC industry (e.g. Team Leader) is required
  • High-level proficiency in MS Office, Google Workspace, and email communication
  • Previous experience with statistical packages and/or Quality management is an advantage
  • Proficiency in additional languages (German, Spanish, Italian, or French) is an advantage

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.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.