Bonjour, je m'appelle
SORI FOFANA
Training Specialist
Profil professionnel
Training and Quality Specialist with over 4 years of experience in customer service operations within international contact center environments. Proven expertise in training design and delivery, quality management, KPI analysis, and performance improvement. Strong background in coaching, onboarding, and developing both frontline agents and quality analysts. Recognized for a structured pedagogical approach, rigor, and the ability to align teams with operational excellence and client satisfaction objectives.
Vue d'ensemble
10
years of professional experience
2
years of post-secondary education
Expérience
ConcentrixAbidjan
Training Specialist
07.2021 - 12.2025
Aperçu du poste
- Deliver onboarding and upskilling sessions for new hires and tenured agents, boosting performance and procedural compliance.
- Design and implement comprehensive learning plans and training roadmaps for rapid knowledge acquisition.
- Conduct on-the-job coaching, workshops, and calibration sessions to reinforce best practices.
- Monitor training effectiveness, collect feedback, and continuously improve programs and materials.
- Translate training content between French and English to ensure accessibility and consistency.
- Identify training needs for Trainers and Quality Analysts, supporting team development initiatives.
ConcentrixAbidjan
Quality Lead
07.2021 - 05.2025
Aperçu du poste
- Lead, develop, and manage a team of 15 Quality Analysts (10 on-site, 5 remote), defining and tracking weekly and monthly objectives.
- Design and implement KPI analysis strategies (INPS, RSAT) to drive project performance and agent productivity.
- Conduct quality audits, analyze agent performance, and produce detailed reports for cross-functional stakeholders.
- Ensure compliance with the QualityPolicy and continuousimprovement initiatives.
- Collaborate with Team Leaders, Coaches, and Managers to identify areas for improvement and implement corrective actions.
- Create and manage schedules, set clear priorities, and oversee timely delivery of quality outputs.
- Organize recruitment sessions and identify talent needs to strengthen the Quality team.
ConcentrixAbidjan
Quality Analyst
03.2020 - 05.2021
Aperçu du poste
- Conduct quality audits and counter-evaluations of team leads.
- Prepare performance reports and share results with stakeholders.
- Implement action plans to improve agent and team lead performance.
- Deliver personalized coaching and organize training workshops.
- Establish quality policies and continuous improvement initiatives.
ConcentrixAbidjan
Bilingual Customer Representative
08.2019 - 03.2020
Aperçu du poste
- Provided floor assistance and supported new hires during onboarding.
- Served as Back Office Advisor for Deliveroo France.
- Delivered bilingual customer support.
MAJORELAbidjan
Bilingual Customer Representative
05.2016 - 07.2019
Aperçu du poste
- Managed customer and vendor claims for Amazon France (French and English files).
- Handled claims for CDiscount France and assisted with product listings.
- Trained candidates for the National School of Administration entrance exam in English.
- Peer educator for HIV/AIDS awareness campaigns.
Formation
Lycée Moderne de Belleville 2Bouaké
SecondarySchoolCertificate
01.2007 - 01.2008
Lycée Moderne de Belleville 2Bouaké
PrimarySchoolCertificate
01.2005 - 01.2006
Compétences
- Google sheets
- Accompagnement individuel
- Diagnostic des difficultés d'apprentissage
- Motivation des apprenants
- Empathie
- Créativité
- Dynamique de groupe
- Iimplication personnelle
- Compétences en e-learning
- Expression orale
- Empathie avec les apprenants
- Cohésion d'équipe
- Conception de programmes pédagogiques
- Dynamisme dans l'animation
- Intégration des TIC dans l'enseignement
- Esprit critique
- Accompagnement personnalisé
- Sens critique constructif
- Gestion du groupe
- Formation à distance
- Analyse des besoins formatifs
- Capacité à se remettre en question
- Patience et persévérance
- Projet pédagogique
- Gestion de projets pédagogiques
- Règles de sécurité
- Évaluation des connaissances
- Esprit d'analyse et de synthèse
- Feedback constructif
- Ateliers collectifs
- Sensibilisation à la diversité culturelle
- Sens de l'adaptation
- Gestion des conflits
- Méthodes pédagogiques
- Techniques d'animation interactive
- Correction des travaux
- Rigueur
- Bienveillance
- Maitrise logiciels e-learning
- Esprit d'équipe
- Encouragement du travail d'équipe
- Gestion de projets
- Capacité à travailler sous pression
- Empathie envers les apprenants
- Google Workspace
- Accessibilité
- Organisation et gestion du temps
- Évaluation des acquisitions
- Force de proposition
- Prise de parole en public
- Esprit d'initiative
- Capacité à motiver
- Planification
- Techniques d'animation
- Capacités organisationnelles
- Gestion du temps efficace
- Techniques pédagogiques
- Sens critique
- Maîtrise de Moodle
- Observation
- Leadership
- Conception de formation présentielle
- Aptitude au feedback constructif
- Animation de débats
- Motivation
- Mise en œuvre d'évaluations formatives
- Outils pédagogiques
- Prise d'initiative
- Sens de l'organisation
- Rigueur dans le suivi administratif
- Autonomie professionnelle
- Créativité dans l'enseignement
- Ouverture d'esprit
- Gestion du stress
- Sens de l'écoute active
- Évaluation des compétences
- Rédaction de comptes-rendus
- Polyvalence
- Réactivité face aux imprévus
- Sens de la négociation
- Leadership positif
- Pédagogie
- Pack Office
- Travail en équipe
Informations complémentaires
- Employee Training & Development
- Quality Assurance & ContinuousImprovement
- Leadership & Team Coaching
- CustomerExperience Excellence
- Performance Analytics & KPI Optimization
- Languages & Translation (English ↔ French)
- Personal & ProfessionalGrowth
- Multicultural Collaboration
Langues
Français
Expérimenté (C2)
English
Intermédiaire supérieur (B2)
Disponibilités
Voir mes disponibilités professionnelles
Non disponible
Disponible
lundi
mardi
mercredi
jeudi
vendredi
samedi
dimanche
matin
après-midi
soirée
Faites glisser pour parcourir
Chronologie
Training Specialist
Concentrix
07.2021 - 12.2025
Quality Lead
Concentrix
07.2021 - 05.2025
Quality Analyst
Concentrix
03.2020 - 05.2021
Bilingual Customer Representative
Concentrix
08.2019 - 03.2020
Bilingual Customer Representative
MAJOREL
05.2016 - 07.2019
Lycée Moderne de Belleville 2
SecondarySchoolCertificate
01.2007 - 01.2008
Lycée Moderne de Belleville 2
PrimarySchoolCertificate
01.2005 - 01.2006