Training & Quality Coach - Italian and French- Customer Service

Company Description

H&M Group is a family of brands; H&M, COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET and Afound. At H&M Group, our people are the driving force behind our commitment to creating meaningful growth and more sustainable lifestyles. Help us re-imagine fashion and together we will re-shape our industry. Learn more about H&M Group here. 

Job Description

As a Training & Quality Coach you are responsible to act on quality goals and being responsible for individual and team-based development to meet those goals. You need to be the spider in the web, receive information and/or trainings and make sure to pass it on to others.

You are responsible for training our new hires (NAT) and their entire path within their CS Journey. You monitor and develop a team of 20-25 agents in delivering exceptional & personalized customer service to our Customers. You monitor and evaluate customer contacts, give the employees feedback to improve the customer offer.

You also provide the Team Manager with your quality reports and your quality observations. You detect training need for an individual or team and coordinate with Team Manager, your manager and Global Training team to develop, give training and evaluate results. You also monitor mandatory trainings for your team. Everything you do should contribute to the development of our CS agents on quality standards for now and the future.

Your responsibilities include but are not limited to:

Training

• Collaborate with Team Manager and Training & Quality Manager to address skill gaps and implement Global targeted training interventions to ensure KPIs.
• Perform CS new agent’s trainings and contribute to their development by coaching them to achieve their goals.
• Detect training needs on individual and team level.

Quality Monitoring

• Optimizes and provides feedback on the quality of trainings by analyzing data from the quality assurance tool.
• Conduct quality monitoring and assessments of employee interactions (e.g., calls, emails, chats) to ensure compliance with established guidelines.

• Proactively monitors possible business risks and acts on them.
• Collaborate with stakeholders to establish quality metrics, goals, and improvement plans.
• Analyze quality data and trends to identify areas of focus for training and process improvement.
• Supports the Team Manager with a focus on quality and training to improve performance.

Communication & Coaching

• Communicate training initiatives, quality standards, and expectations to employees and stakeholders.
• Provide one-on-one coaching to employees to enhance their performance and development.
• Identify opportunities for process improvement, training enhancements, and performance optimization.
• Collaborate with cross-functional teams to implement process changes and ensure effective knowledge transfer.

Qualifications

Just like everyone at H&M, we believe you are a social, open, communicative, and ambitious team player full of drive and optimism. Your personal qualities also include:

• High level of Italian, French and English is mandatory verbal and written communication. Other languages such as Spanish, Portuguese, Italian, and Greek are valued.
• Abilility to adapt to a flexible work schedule, including weekends and evenings to ensure the covarege of the business needs.
• A higher vocational degree in a relevant field or equivalent experience is meriting.
• Business mindset.
• Ability to work collaboratively in a team environment and independently.
• Self-Driven.
• Demonstrates strong leadership skills and is capable of coaching a team to drive results through effective feedback.
• Experience in training and quality control is valued.
• Positive attitude and humble spirit.
• Familiarity with quality assurance processes, metrics, and evaluation methods.
• Strong analytical and problem-solving abilities.
• Effective communication and presentation skills.
•  

Additional Information

Apply through our career site providing a copy of your CV by 19th April at the latest.

This is a Permanent Full-Time position (40h). Working and based in our  Barcelona Centre. 

No relocation package is available and requirement to have the legal right to work in the location will be applied.

Inclusion & Diversity 

H&M Customer Service is a part of H&M Group. At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams