Quality & Training Manager

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About the role

We're on a mission to become the go-to destination for students across Europe to find a trusted home away from home. We make every step of the rental journey simple and seamless, so students can focus on what really matters: studying, exploring, and growing. With HousingAnywhere, Kamernet, and Studapart under our roof, we're Europe's largest student rental platform. You'll find us in Rotterdam, Paris, and Cergy, always guided by our four core values: Ownership, We are enablers, We are changemakers, and We are connectors. To support our continued growth, we are creating a new, strategic role at the heart of operational performance and customer experience. There is no Quality & Training activity in the Group today : you will build it from the ground up. Your role As Quality & Training Manager, you will create and lead the Quality & Training activity for the whole HousingAnywhere Group, covering the Operations teams in Cergy and Rotterdam. You define its scope, methods and tools, and you are responsible for service quality and operational practices across the Group. You work closely with the managers of the Customer Support and Booking Ops teams to structure training, onboarding, quality monitoring and performance tooling. The role is based in France, with frequent travel to our Rotterdam office. English is the main working language. Building the Quality & Training activity • Design the Quality & Training activity : scope, operating model, priorities and roadmap, • Set up the tools, rituals and governance needed to run the activity at Group level, • Harmonise quality and training practices between the Cergy and Rotterdam teams, • Lay the foundations for the activity to grow as needs evolve. Training & onboarding • Identify the training needs of the Ops teams, and accompany the integration process while migrating to a single operating model in 2027, • Develop complete training programmes covering customer service posture, tools, and day-to-day processes and procedures, • Create and maintain training materials (scripts, practical guides, process sheets, e-learning content), working with the other departments like Product for new features, • Run a structured onboarding and support new joiners in live situations after initial training, to bridge theory and practice, • Carry out an individual assessment at the end of onboarding (audits, call listening, double listening, tests) and provide personalised follow-up, • Lead group and one-to-one sessions, on-the-spot debriefs and targeted coaching on the fundamentals: call handling, request qualification, rephrasing, quality of written and spoken answers, and CRM data entry, • Train teams on new procedures and tool changes as they are rolled out. Quality & operational performance • Define and roll out quality standards and control frameworks for each team, across the full user journey, • Build structured quality reporting by individual, team and business unit, with a monthly report to managers, • Analyse interactions, indicators and recurring errors to identify root causes and drive continuous improvement plans, Knowledge management • Collaborate with the Ops Project Manager to maintain the knowledge base, • Build a culture of knowledge sharing and self-learning (e-learning) to reduce reliance on informal mentoring. Cross-functional collaboration • Contribute to Voice of Customer and customer satisfaction projects by sharing pain points identified through quality monitoring, • Propose initiatives to align operational practices with company strategy and the user experience. • Advise and support managers on using tools and analysing performance. Your profile • 5+ years of experience in training, quality management or quality monitoring of customer service or operat

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