Coach Formateur

Measure the quality of services provided to customers, by carrying out call monitoring according to the evaluation grid defined by the Quality & Training Department

French major actor in debt management & acquisition, iQera helps large companies and financial institutions at every stage of their client financial cycle by combining operational excellence, human and artificial intelligence.

iQera aspires to create the difference through its convictions:

• Achieve the unprecedented
• Play as a team
• Leave a positive impact

More than just resumes, iQera is looking foremost for personalities that will make a difference. The group wants to build a community of collabor’actors that are engaged, atypical and curious to learn, who want to find their path and thrive while giving meaning to their profession.

The Group currently relies on a Tribe of more than 2300 collborar’actors on 13 sites in 6 countries.

Your responsibilities within our Tribe

Quality

• Measure the quality of services provided to customers, by carrying out call monitoring according to the evaluation grid defined by the Quality & Training Department
• Carry out quality reviews of the monitored employees
• Immediately alert the hierarchy in case of errors found
• Research, control and analyze all information likely to affect the quality of the service provided by the company
• Identify employees' training needs and prepare training schedules based on these requirements
• Work closely with production for the continuous improvement of the quality level
• Participate in the drafting of procedures and methods to be respected by all departments
• Ensure quality reporting to your hierarchy (dashboards, results displays, etc.

Training :

• Participate in the skills development of new employees through coaching sessions, debrief and workshops
• Draft initial and ongoing training materials/modules
• Responsible of writing the processes of the training department and ensure their update
• Provide initial and ongoing training to employees according to the different operations/projects
• Ensure the follow-up of employees (build the specifications of training actions, use the appropriate pedagogical tools, ensure that employees have assimilated the knowledge...)
• Correct evaluations (exercises, call handling)
  Manage the upgrading and upskilling of employees. Provide product and process updates and ensure proper understanding among employees.
• Assist and support new employees in the processing of customer handling as part of the integration
• Be responsible for the development of the skills of employees who do not achieve the objectives (proximity monitoring)
• Analyze the results of the training and set up the new specificities (establish the assessments, reports, and reports of the training sessions)
• Ensure reporting of training to its hierarchy (dashboards, displays of results, etc.)

Reporting :

• Be in charge of reporting activities, respecting the deadlines established
• Consolidate, analyze and interpret these numbers to anticipate trends
• Propose recommendations to the various head of departments

Your distinctive profile

• Graduate with at least 2 years of work experience in similar roles 
• Knowledge of French accounting 
• Knowledge of IT tools, MS Office and ERP
• Verbal communication (attentive listening, ability to clearly rephrase a problem and present a solution) and written skills
• Team Player
• Good interpersonal skills with your team and hierarchy
• Knowledge of the credit chain (from offer to litigation collection)
• Effectiveness in managing and monitoring files
• Ability to plan and organize workload
• Autonomous

With a strong position on the market, a culture focused on technology, cutting edge expertise and human intelligence, we develop the ambition to become a key player in the transformation of our profession. Our objective: improve the financial client relationship of our business clients and answer to their performance stakes.

Our group has a strong policy that favors the integration and employment of people with disabilities. All our offers are open to you.

If you wish to be part of our Tribe and this offer has retained your attention, send us your candidature.

* Every Wednesday (except for Mauritius public holidays), we organize open sessions from 11:00 am to 4:00 pm. Check the location here.

During these sessions, you will have the opportunity to meet our management team, visit our beautiful premises, and engage with our team.

Hope to see you soon …

Start a new adventure with us…