Training & Quality Manager (F/M/X)

Since its creation more than 50 years ago, the Sodexo group has been the world leader in quality of life services. The presence of the Sodexo group in more than 70 countries gives it an international reputation.

In Belgium, the Sodexo Benefits & Rewards Services subsidiary contributes to improve the quality of life of millions of people through a combination of solutions.

At Sodexo Benefits & Rewards Services, we are proud of our commitments to environmental sustainability, our focus on employment equity and diversity, our new ways of working independently and flexibility for the well-being of our talents. Joining us means evolving in a collaborative, innovative environment, in which each employee is recognized and receives the support they need for their development.

To manage the quality management practice and training practice within the Customer Care Department, we are looking for a

• You should ensure that the quality level is up to quality score KPI’s
• You have the transversal responsibility of managing the learning and professional development of the customer care workforce

Training

• You develop and analyse training and development strategies with supervisors
• You plan, direct and deliver training and development program including staff inductions, to accomplish the organisation’s goals
• You develop individual training program that meet the skills gap identified through training needs assessment
• You design and implement appropriate e-learning strategies

Quality Management

• You manage overall quality processes and assume accountability for the Business Unit’s quality management practices
• You ensure that the standards of the Quality Management Framework are applied and managed effectively within the Customer Care
• You establishes and implements programs for quality improvement, and successful measurement criteria
• You identify and escalate risks and quality issues in order to resolve them as efficiently as possible
• You conduct regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements
• You meet with the Operational Management team regularly in order to provide feedback on quality performance, trends and focus areas
• You ensure continuous improvements of process but also create new processes in close collaboration with the CX Department

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

People Management

• You coach and provide ongoing support to Customer Care teams
• You ensures that all Human Resources policies and procedures are observed

• You have a Bachelor or Master degree
• You have a proven experience (5 years) as a trainer and quality roles
• Experience in a contact center is desirable
• You have strong communication and people skills
• You are proficient with MS Office and relevant programs (Genesys , Salesforce, …)
• You have energy and enthusiasm to motivate and engage others
• You are personally credible with strong interpersonal skills
• You have strong influence and negotiation skills
• You have a “take it and make it happen” attitude

• We offer you a training course with real opportunities for development both within the team and within the company
• When you start your job, you will receive adequate training which will allow you to have a good command of Sodexo products and related procedures
• A competitive salary with numerous extra-legal benefits
• A pleasant work environment in a dynamic team
• A workplace located in Brussels (Ixelles), near Etterbeek station and the Delta metro station
Quality of life at work:
• A work-life balance with possibility for home office
• A concierge service that offers various services: dry cleaning, ironing, shoe repair, purchase of gifts, etc.
• A wide choice of sustainable meals in our company restaurant
• A variety of sports (badminton, mini football, basketball, meditation and yoga)

You are able to deliver very good service in French and Dutch (to give trainings in both languages). The knowledge of English is a plus.