Chargé de Qualité & Formation senior H/F
Core
Senior Quality & Training Manager ensuring premium service delivery for concierge teams and high-end clients through audits, feedback analysis, and continuous training.
Role type
Senior Quality & Training Manager (Concierge Services)
Builds
Service quality standards, training programs, and client satisfaction improvements for a global concierge group.
Domain
Hospitality / Concierge Services / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Quality auditing, call monitoring, training program design, stakeholder management, data analysis, report writing, client feedback handling, onboarding support, needs assessment, CRM management
Preferred skills
Customer-centric mindset, empathy, pedagogical skills, teamwork, perfectionism, persistence
Technologies
CRM, E-Learning platforms, audit tools
Responsibilities
Evaluate service quality using audit grids, analyze written and phone exchanges, coordinate member feedback processing, follow up on member dissatisfaction, participate in satisfaction improvement projects, deploy continuous training (in-person and E-Learning), lead initial training and onboarding support, conduct individual diagnostics and personalized follow-ups for concierges, identify training needs, deliver daily training on client relations fundamentals, conduct immediate debriefs, train teams on new procedures and account evolutions, produce monthly reports for managers.
Seniority
Senior, hands-on IC with mentorship responsibilities
