Implementation of operational quality management methodEnsuring consistency and fairness in the evaluation processDevelopment, implementation of training programsDeployment of regulatory updatesPerformance data analysisPromotion of an innovative continuous professional development learning environmentSkills: Business Strategy · Data Analysis · Continuous Improvement

Supervision of the nearshore quality control teamTask assignment and performance trackingInteraction with order givers:Coordination with clients regarding expectations and quality standards, and communication of feedback to the team.Training and development:Identification of training needs and coordination with the international training, production, and planning departmentReporting:Creation of reports on the team's performance and conducting meetings.Problem-solving:Implementation of solutions and project management.

Training:Identification of training needs and planning of actionsConducting initial and continuous training sessionsCreation and updating of training materialsQuality:Listening to live and recorded calls to assess agent performance.Evaluation reports:Writing reports on evaluationsIdentifying areas for improvement, developing training plans.Feedback:Providing agents with feedback on their quality performanceCalibration sessions:Facilitating calibration sessions with team leaders and order givers, to ensure consistency in the evaluation of call quality.

Taking calls and handling back office operations for a luxury activityProcessing complaints and disputesAssisting with order takingIncident resolutionSkills: Customer Service.

Training creation:Design and creation of training programs for reintegrationTraining facilitation:Use of various teaching methods to engage learnersPreparing learners for their final exam to obtain their diploma and assisting with CV writing.

Commercial Prospecting:Research and acquisition of new customers,Updating the CRMManaging existing customersPresentation of products dedicated to mechanical repair workshops (tools, wiring, etc.)Commercial negotiationSales trackingTechnical assistance

Opening and closing of the shopStock managementMerchandising, implementation of bi-monthly animationsFacilitation of daily team briefings

Opening and closing of the shopSales and advice on cosmetic products and dietary supplementsStock managementPlacing orders and receiving deliveriesMerchandisingFacial care and massage services at the institute.