Quality :

Measure the quality of services provided to customers, by carrying out call monitoring according to the evaluation grid defined by the Quality & Training Department
Carry out quality reviews of the monitored employees
Alert the hierarchy in case of errors found
Research, control and analyze all information likely to affect the quality of the service provided by the company
Identify employees' training needs and prepare training schedules based on these requirements
Work closely with production for the continuous improvement of the quality level

Training :

Participate in the drafting of procedures and methods to be respected by all departments
Ensure quality reporting to your hierarchy (dashboards, results displays, etc.)
Participate in the skills development of new employees through coaching sessions, debrief and workshops
Draft initial and ongoing training materials/modules
Provide initial and ongoing training to employees according to the different operations/projects
Ensure the follow-up of employees (build the specifications of training actions, use the appropriate pedagogical tools, ensure that employees have assimilated the knowledge...)
Manage the upgrading and upskilling of employees. Provide product and process updates and ensure proper understanding among employees.
Assist and support new employees in the processing of customer handling as part of the integration
Be responsible for the development of the skills of employees who do not achieve the objectives (proximity monitoring)
Analyze the results of the training and set up the new specificities (establish the assessments, reports, and reports of the training sessions)

Reporting :

Coach Formateur Comptabilité H/F

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