Trainer_Dutch Speaker
il y a 21 heures
Introduction
As a Trainer, you play a key role in strengthening knowledge, skills, and quality within the team. You are responsible for onboarding new employees, continuously developing existing colleagues, and safeguarding Allianz's quality standards.
In addition, you support the team with complaint analysis, quality improvement, and step in during peak periods to ensure operational continuity.
Training & Development
- Deliver all training sessions for employees on the Dutch-speaking line, both for new hires and for experienced colleagues who require refresher training.
- Keep training materials up to date and develop manuals, presentations, and online learning modules in line with Allianz standards.
- Guide new employees during their onboarding and facilitate a smooth induction period, including explanation of systems, processes, and service standards.
- Track trainee and employee attendance in training and feedback sessions to ensure everyone stays current with the latest developments.
- Provide structured feedback on trainee progress and on the overall training process, including areas for improvement.
- Identify knowledge and skill gaps and address them through targeted (refresher) training and coaching.
- Conduct knowledge checks and feedback sessions to evaluate training progress and effectiveness, making adjustments where necessary.
Quality Control & Complaint Analysis
As a Trainer, you are part of the broader Knowledge Team, together with QA and Team Leaders. In this role, you contribute to monitoring, safeguarding, and improving the quality of customer interactions.
You support quality analyses, coach employees on recurring errors, and ensure feedback is shared and followed up constructively. Your role is therefore not only about transferring knowledge but also about driving behavioral and quality improvements within the team.
- Carry out quality checks on employee calls and case files.
- Training Plans and analysis of customer feedback to enhance the quality of future interactions.
- Score, monitor, and coach the quality of customer interactions.
- Analyze and review incoming complaints within the Flemish team.
- Process feedback and draft improvement plans for employees to raise quality standards.
- Work with team leaders and managers to identify training needs and improvement areas.
Operational Support
- During peak periods and busy days, you actively handle customer calls, including weekend shifts.
- Once staffing levels are sufficient (usually after 10:00 AM CET), you resume your tasks related to training, coaching, and quality monitoring
Leadership Behavior Expectations
- Acts as a role model within the team in terms of communication, discipline, and work ethic.
- Promotes a culture of accountability, collaboration, and transparency.
- Encourages an open feedback culture where employees feel safe to share ideas and concerns.
Reporting Lines and Stakeholders
- Reports to: Operations Manager
- Works closely with other Supervisors (Trainers, QA, Coaches) and HR
- Serves as a point of contact for [e.g., escalations, team issues, agent performance]
Skills and Competencies
- Strong organizational and time management skills
- Coaching leadership style
- Analytical ability and data interpretation skills
- Stress-resistant and solution-oriented
- Strong communication skills (written and verbal)
