Training & Quality Manager

If you thrive developing training strategies and elevating quality metrics and you are looking to take the next step in your career and shape our operational excellence, this is your moment!

We are looking for an experienced professional from the Training & Quality sector within the customer support industry to support our sites in Serbia, Croatia, Egypt and Bosnia & Herzegovina.

Join us as a Training and Quality Manager!

Your main responsibilities would be to:

• Implement quality improvements and prepare reports on internal and external quality results.
• Detect training needs, plan, and coordinate training sessions in alignment with company procedures and HR.
• Develop and ensure the correct creation of all necessary training materials.
• Facilitate regular call calibration meetings.
• Review training to ensure it adapts to service demands.
• Train Team Leaders and other positions in monitoring tasks.
• Establish performance objectives for agents in collaboration with team leaders and the client.
• Define and design action plans to improve quality in coordination with Business Managers and the client.
• Analyze statistical reports on service results to propose improvements and perfect applied metrics.
• Manage the product knowledge repository and verification processes, including monthly product tests, to ensure information is distributed accurately and in a timely manner.
• Manage the product knowledge repository and file material to impart training.
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What's in it for YOU?

• Hybrid model of work (ability to work from our office in Belgrade, Novi Sad or Niš)
• Work contract (first contract is for 1 year)
• Annual performance bonus
• Private health insurance
• Weekends are off
• Working hours are 08-16h
• Occasional business travels
• Opportunity to be creative and explore different strategies
• Supportive and friendly team
• Personal and professional development and career opportunities
• Access to internal learning and wellness platforms

What are we looking for?

• Good presentations and communication techniques.
• Full proficiency in English (C1/C2)
• Previous experience in the Customer Support industry is mandatory (3+ years).
• Previous experience in leading teams in the CC industry is mandatory - minimum on a Team Leader level.
• High-level proficiency in the Office package and email communication.
• Previous experience with statistical packages and/or Quality management is an advantage.
• Knowledge of another foreign language is a plus but not mandatory.

What life at Transcom is like!

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.