Collect and analyze customer experience issues across the organization, sort and prioritize them based on impact and urgency, and develop structured action plans to resolve them.

Coordinate with Sani & Ikos stakeholders to ensure the smooth execution of continuous improvement projects and action plans.

Gather, categorize, and prioritize feedback related to knowledge materials, and implement updates in collaboration with relevant stakeholders.

Provide backup support for training delivery, including administrative preparation (attendance sheets, IT access) and the delivery of initial and ongoing training sessions as required.

Provide training follow-up and operational support by measuring training effectiveness, identifying strengths and development areas, and implementing tailored support plans with Supervisors and Managers.

Act as a key enabler in driving continuous improvement within CRS operations, while reporting directly to the Training Manager.

What will you bring?

Previous experience in training, quality assurance, continuous improvement, or customer service operations, preferably within hospitality or contact center environments.

Strong analytical skills with the ability to collect, interpret, and prioritize data to identify improvement opportunities.

Excellent communication and stakeholder management skills, with the ability to collaborate effectively across different teams and levels of the organization.

Strong organizational and project management abilities, with the capability to manage multiple priorities and deliver results within deadlines.

Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, with the ability to create reports, presentations, and training materials.

Fluent English language skills (written and spoken); additional languages will be considered an asset.

What we offer

Team

Becoming a member of an organization that cares about its people, the environment, and the local communities.

Grow

 Have room to grow and develop via numerous opportunities for learning, professional development, and career advancement.

Care

Competitive remuneration package

Private health insurance

Flexible working model