Training & Quality Officer

Company details

Pluxee is the leading global partner for employee benefits and engagement. We're opening a world of opportunities for everyone, and our new brand is brimming with ambition for the future! We are committed to working sustainably and responsibly with local communities.

We provide over 250 pioneering products in 31 countries and partner with 1.7 million traders. This helps our employees better enjoy what truly matters in their lives.

At Pluxee, we take pride in our commitment to environmental sustainability, our focus on fair employment and diversity, our new ways of working independently, and flexibility for the well-being of our talents. Joining us means evolving in a collaborative and innovative environment where each employee is recognized and receives the necessary support for their development. We firmly believe that the quality of life for our customers and service consumers begins with our own employees. Therefore, your well-being at work is one of our priorities.

Working with us is an opportunity to impact the future of the employee experience and ultimately the world around us. But it's also your chance to make an impact every day by investing a part of yourself in exciting digital products and touching the lives of millions of consumers.

We are a global and multicultural company where every contribution counts, and every day is an opportunity to inspire others and be inspired by your colleagues.

We're accelerating our global growth by combining the scope and stability of Pluxee with our unique position as an innovation incubator. As a member of the team, you'll help us continue this growth and historical digital transformation.

Today, we're inventing entirely new ways to influence and enrich the lives of employees worldwide.

Function

Your mission

The role of a Training & Quality Officer is essential to ensure the excellence of training programs and the maintenance of high standards within an organization.

Your main responsibilities:

Training responsibilities

  • You assist the training manager in developing and analyzing training strategies and training needs.
  • You are in charge of the evaluation forms, the administrative follow up of the participant´s scores and you advise the training manager on how to improve future training sessions.
  • You take the necessary steps to document the training and keep all the administration up to date.

Quality responsibilities

  • You assist the Training Manager in ensuring that the standards of the Quality Management Framework are applied and managed effectively within the Customer Care.
  • You evaluate the quality scores of the agents and coach them regarding these scores to be able to guide them towards higher levels of quality.
  • You participate in monthly Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.

  • You actively participate in continuous improvement projects

Quality Control

  • You conduct regular calibration sessions and audits to ensure the validity and reliability of results
  • You ensure that the disputes and complaints are effectively managed and tracked

Reporting and Standards

  • You report the highlighted Customer, Business and Compliance performance results to operations and the clients
  • You provide recommendations on the action to be taken in order to improve performance across Customer, Business and Compliance metrics
  • You track progress made by teams in the implementation of recommended actions

Profile

Your profile

  • As a trainer you should be professional, articulate and cordial
  • Bachelor or Master degree.
  • Have excellent verbal and written communication skills in both Dutch & French, with the ability to communicate clearly and comprehensively
  • Active listener, Strong communication and people skills.
  • Proficient with MS Office
  • Strong organizational skills
  • You have the ability to collect information and to thoroughly analyze that information and transform her in a training.
  • Must be self-motivated with the ability to be multi-task
  • Genesys and Salesforce knowledge is a nice to have
  • English is a plus

Language

Fluent in French , Dutch

English is a plus

Offer

We offer

  • A meaningful job: build the future of employee benefits and contribute to the quality of life at work for others, you will impact positively local communities too .
  • A great culture: we respect and care authentically about our people, we embrace work life balance, new ideas and we have a lot of fun ! .
  • When you start your job, you will receive adequate onboarding and training which will allow you to have a good command of Pluxee products and related procedures.
  • A full-time permanent contract
  • A competitive salary with numerous extra-legal benefits, like meal vouchers, eco-vouchers, group and hospitalisation insurance, ambulatory insurance (dental and optical), intervention in internet and phone subscription, ….
  • A pleasant work environment in a dynamic and inspiring company.

Quality of life at work

  • A work-life balance with work at home (max 4 days/week)
  • Offices situated near a train station (Central Brussels) You recognize yourself in this profile?

You recognize yourself in this profile?

Do not hesitate and send your curriculum vitae and cover letter to the attention of Marieme.diallo@pluxeegroup.com

Online op:di 21 mei 2024
Locatie: Brussels/ Hybrid
Pluxee - Benefits and Rewards Services

Rue Ravensteinstraat 36
1000 Brussels
België

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