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Job Purpose

We are seeking a motivated and creative person to join our Contact Centre as a Training and Quality Team Leader. This role will be responsible for managing a team of trainers, delivering training to agents, assess the Quality performance of the interaction with customers and assist in the maintenance of the Knowledge Database by creating and updating Training Materials to support our Contact Centre agents training programs. This role will give the opportunity to also working directly in projects with the Corporate Training and Quality team.

Key Accountabilities

•    Training Delivery:

Deliver training on Contact Centre tools and processes to new and existing staff individually or in small groups. Develop and schedule refresher sessions targeting areas like sales, quality, and productivity. Conduct post-training knowledge assessments and maintain a question database. Manage user IDs for knowledge tools, assign Contact Centre lockers, and oversee new hire headphone distribution and related records.

•    Training Recommendations:

Analyse performance data and feedback to identify training needs. Develop training modules and recommendations to address skill gaps and improve team performance. Work closely with local training specialists to implement targeted coaching and development programs.

•    Quality:

Regularly review inbound and outbound calls, emails, and chats to evaluate customer interaction quality using predefined criteria focused on policy adherence, communication skills, and customer satisfaction. Analyse key performance indicators such as call resolution time, customer satisfaction, and first-call resolution. Support Contact Centre management in achieving operational targets like Abandon Rate, Average Handle Time, Calls Per Hour, Occupancy Rate, and Conversion Rate. Provide detailed, constructive feedback to agents and other local Contact Centre staff. Conduct regular sessions to discuss performance strengths, improvement areas, and goals. Produce detailed reports on performance metrics, trends, and improvement actions. Present findings and recommendations to management and team leads.

•    Learning Content:

Develop and maintain training materials and SOPs in various formats (videos, SCORM, PDFs, PPTs). Support updating the Contact Centre Knowledge Database and ensure all commercial and operational policies are communicated to the team. Source and edit multimedia assets for e-learning modules and training documentation. Upload training content into the Learning Management System (LMS) and assist with user management and system integration.

Required qualifications, experiences and skills

• Prior experience in managing Training Specialists and coordinating training related projects;
• Prior experience in Training Delivery and assessing contacts with Customers (phone, email, chat, others);
• Prior experience or coursework in instructional design, e-Learning development, or multimedia production with tools such as Camtasia or Adobe;
• Fluent in English, with the ability to present effectively in English;
• Degree in Digital Media or in Multimedia, Digital Communication or related field;
• Familiarity with e-Learning authoring tools (e.g., Articulate Storyline, Adobe Captivate);
• Strong attention to detail and ability to work effectively in a collaborative team environment;
• Excellent communication and time management skills.

Visa requirements (if any)

• Right to work in Italy.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.