KEY RESPONSIBILITIES

Training Program Development & Implementation:
• Design, develop, and implement engaging and effective training programs for care teams, covering all aspects of customer service, product knowledge, and operational procedures. Utilize a variety of training methodologies (online, in-person, etc.)
• Develop and maintain comprehensive training materials, including manuals, presentations, and online resources.
• Track training completion rates (agent training passports) and evaluate program effectiveness to continuously improve training quality through various metrics.
• Develop and maintain a training calendar, coordinate training schedules and logistics.

Quality Standard Setting & Monitoring:
• Establish and maintain high quality standards across all consumer care touchpoints including social media.
• Develop and implement quality assurance processes to monitor and evaluate service quality
• Identify areas for improvement and implement corrective actions to ensure consistent high quality.

Cross-Functional Collaboration & Communication:
• Act as a liaison between the zone, local teams, and vendors, facilitating communication and collaboration to ensure high-quality, customized consumer care support that meets local market needs while adhering to zone standards.
• Effectively communicate training and quality performance results to all stakeholders.

Coaching & Knowledge Management:
• Provide ongoing coaching and support to care teams to enhance their skills and performance.
• Develop and maintain a comprehensive knowledge base of product information, service procedures, and best practices.
• Train both internal and vendor trainers to ensure consistency and high quality of care across all channels.

REQUIRED SKILLS & EXPERIENCE

Proven experience in training and quality assurance within a customer service environment.

Deep understanding of learning principles and various training methodologies.

Proficiency in creating and delivering training materials (e.g., presentations, online courses). Knowledge on the Care métier and l’Oréal’s brand DNA, product divisions, and service standards.

Expertise in quality assurance methodologies and techniques (cal listening, case reviews, customer feedback analysis).

Proficiency in relevant software and technology tools (SFSC, Sprinklr front & back-end systems).

Fluency in English

Leadership & Personal Skills
• Communication (written & verbal), interpersonal and presentation
• Organization and time management, autonomy
• Quality assurance leadership
• Mentoring & coaching
• Conviction
• Human sensitivity
• Cross-cultural collaboration with a deep understanding of European local cultures and sensitivities

INVOLVEMENT & REPORTING LINE
• Permanent member of the Europe Consumer Care team within Europe CDMO team
• Direct N-1 of Europe Consumer Care Director
• Functional manager (dotted line) of local internal Care trainers

KPIs
• Contribute to achieving and maintaining the KPI’s (Response time: >90%, FCR rate to >80%, reduce AHT by (%) )
• CSAT score: achieve & maintain a CSAT score per country >85% across all channels
• QCT: achieve & maintain a QCT score per country >90%
• Training Completion Rate: Achieve a 100% completion rate for all mandatory training programs
• Agent Satisfaction with Training: Achieve a [Score] on agent satisfaction surveys related to training programs.
• Business and Function Leads feedbacks