Company DescriptionH&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.As a Training & Quality Coach, you are responsible for acting 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, receiving information and/or training and ensuring it is passed 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, giving the employees feedback to improve the customer offer. You also provide the Team Manager with your quality reports and observations. You detect training needs for an individual or team and coordinate with the Team Manager, your manager, and the Global Training team to develop, deliver training, and evaluate results. You also monitor mandatory training 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:TrainingCollaborate with the Team Manager and Training & Quality Manager to address skill gaps and implement Global targeted training interventions to ensure KPIs.Perform CS new agent training and contribute to their development by coaching them to achieve their goals.Detect training needs on individual and team levels.Quality MonitoringOptimize and provide feedback on the quality of training by analyzing data from the quality assurance tool.Proactively monitor possible business risks and act 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.Support the Team Manager with a focus on quality and training to improve performance.Communication & CoachingCommunicate 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.QualificationsJust 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, and Greek are valued.Ability to adapt to a flexible work schedule, including weekends and evenings to ensure the coverage 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 InformationThis 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 & DiversityH&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 organization.Our teams should consist of a variety of people that share and combine their knowledge, experience, and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible, and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.Global BenefitsWe offer all our employees at H&M; Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M; Group brands in stores and online. Brands covered by the discount are H&M; (Beauty and Move included), COS, Weekday, Monki, H&M; HOME, & Other Stories, ARKET, Afound.
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