Customer Service- Training and Quality lead
H & M Hennes & Mauritz Gbc AB / Chefsjobb / Stockholm
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hela Sverige Welcome to H&M! A workplace where you can be yourself & so much more!
We want to make it possible for everyone to look, feel and do good. We take pride in our history of making fashion accessible to everyone and our ambition for tomorrow is to make fashion even more sustainable, inclusive, and welcoming.
Why work at H&M?
H&M is a workplace where you'll join a global fashion family that combines teamwork with individual expression and gives you the challenges and opportunities that can help you learn, grow and succeed.
We believe that it's when you mix and match different talents, experiences, and styles that the real magic happens. That's why our teams are built with different personalities, talents and people from all kinds of backgrounds. If you are willing to learn, grow and help our customers and your colleagues, H&M will always be a place for you to both express your individuality and feel like you belong.
We also believe that you can't change the world without great people on your side. So, we offer all our employees generous benefits, lots of learning opportunities and the possibility to start building a more long-term career. Bring your whole personality to work, stay as long as you want, and grow more than you ever thought was possible. Be yourself & more at H&M.
Job Description
Sales is a global function within the H&M brand with the mission of growing and engaging our customer base, as well as growing and developing our sales channels. By holding the responsibility for our regions and bringing together expertise from both business and digital & tech perspectives, Sales plays a key role in delivering on our brand plan - to elevate H&M through product, experience, and brand providing aspirational fashion at an unbeatable price.
The mission of Customer Activation Unit is to create a strategic plan that brings our brand direction to life through different touch points. Through data and customer insights, we will design a plan that will ensure a holistic customer experience from communication with our customer to our membership program.
We are currently seeking a dynamic and experienced professional to join our team as a Customer Service Training and Quality Lead.
Your responsibilities will include, but are not limited to:
Defining, maintaining, and continuously improving a streamlined process for quality assurance, encompassing monitoring, calibrations, and data analysis to identify and spearhead improvement initiatives, thus enhancing both customer experience and employee development.
Designing and implementing training programs to address identified needs, ensuring they align with the organization's objectives and standards.
Evaluating the effectiveness of training programs and making the necessary adjustments to optimize their impact on performance and customer satisfaction.
Overseeing the tools used by the training and quality teams, ensuring they are up-to-date, efficient, and aligned with organizational goals.
Coaching and developing the Customer Service Center's training and quality teams, fostering a culture of continuous improvement and excellence.
Collaborating closely with outsourced partners, ensuring seamless integration and adherence to quality and training standards.
Maintaining open and productive communication with operations, controlling, and other relevant stakeholders to ensure a unified approach towards enhancing customer service quality.
Qualifications
3+ years of experience working with quality assurance programs and tools in an international Customer Service context.
Proven experience in developing and implementing CS training programs, demonstrating a deep understanding of industry best practices.
Strong analytical skills and a track record of conducting complex data analysis to derive actionable insights.
Demonstrated ability to deliver strategies and solutions that drive tangible business results and improve overall customer service quality.
Fluent in written and spoken English.
If you are a passionate, results-driven professional with a proven track record in quality assurance and customer service training, we invite you to join our team and contribute to our commitment to excellence.
Additional information
This is a full-time permanent role based in Stockholm or Borås.
If you feel that your experience, skills and ambitions are right for this role, we would love to hear from you!
Please send your resume in English (no need for cover letter)
We look forward to receiving your application!
H&M is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability or age.
Så ansöker du Sista dag att ansöka är 2023-11-27
E-post:
raquel.reciolopez@hm.com Omfattning Detta är ett heltidsjobb.
Arbetsgivare H & M Hennes & Mauritz Gbc AB (org.nr 556070-1715)
Mäster Samuelsgatan 46A (
visa karta)
106 38 STOCKHOLM
Arbetsplats H&M Hennes & Mauritz GBC AB / Inköp
Jobbnummer 8271038
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