Company Description
It takes a special kind of workplace to make the world's style more sustainable & fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At Customer Service (CS), we welcome you to be yourself & challenge you to grow. Here, you can learn new skills & discover new talents, inspire people to find their style & discover your own career path and re-imagine the future of an entire industry. To help everyone look, feel and do good. At CS, we contribute to H&M; Group's vision and growth by making our customers' lives easier.
Job Description:
As a Training & Quality Manager, you are responsible for the Quality, Monitoring, Coaching, and Training areas in your Centre. You collaborate with the Operations Manager to maintain and increase the Customer Service Centre's quality procedures and standards. You report on customer incidents and review customer feedback, ensuring quality requirements are met. You develop training plans/strategy, including soft skill and refreshment training. You lead a team of Training & Quality Coaches and are responsible for training and monitoring quality standards of Customer Service Agents, substantive coaching to meet quality goals, and creating team/individual training plans to increase KPIs. You coach, motivate, and inspire your team to develop themselves and deliver exceptional and personalized customer service for today and the future. You initiate, participate, and provide feedback on projects focused on training and quality. You have a passion for development, combining analytical skills with excellent people skills to balance all our H&M; Values and create meaningful growth.
Qualifications:
Quality Monitoring
- Carry out the QA program in your Centre and collaborate with Operations to analyze and signal training and development needs in this process.
- 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.
- Proactively provide ideas to constantly improve the customer journey together with the other centers and the global team.
Training
- Initiate and carry out the Training Plan for the Center and update training and relevant material together with the Global training department.
- Responsible for all aspects of training and quality delivery at a local center level.
- Deliver quality coaching to the Team in your Centre, address skill gaps, and implement targeted training interventions to ensure KPIs.
- Responsible for New Employee Training.
- Monitor quality assurance measures.
Leadership & Coaching
- Inspire and motivate your team of Training & Quality Coaches, communicating 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.
Qualifications & Requirements
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:
- Bachelor's degree in relevant field or equivalent experience is meriting.
- +3 years' experience as a leader leading middle management professionals.
- Business mindset.
- Ability to work collaboratively in a team environment.
- Excellent coaching, mentoring, and interpersonal skills.
- Strong leadership.
- Ability to handle high complexity.
- Confident in making fast decisions.
- Familiarity with quality assurance processes, metrics, and evaluation methods.
- Strong analytical and problem-solving abilities.
- Effective communication and presentation skills.
- Experience in customer service (Quality & Training specifically) environment is meriting.
Additional Information
Are you ready to make a difference on your own & never stand alone? The contract is full-time (40 hours/week). Monday to Friday 8:00 to 16:30 with flexibility. We encourage you to be yourself and respect others for who they are. Our diversity makes us strong and creates an inclusive and welcoming workplace where everyone's individuality is highly valued. When a great mix of people come together and share their knowledge, experience, and ideas, we can inspire and attract customers all over the world.
Benefits:
As an H&M; employee, some of the perks you will have are:- Discounts on products.
#J-18808-Ljbffr