Training Quality Manager
Training Quality Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
110000 - 120000
1 Vacancy
Job Description
Oversee the entire Training and Quality Assurance department supporting our Managed Solutions Programs New Hire Training and onboarding as well as upskilling training.
Job Duties and Responsibilities
Leads 58 Trainers and Training Leads Quality Lead and/or group of Quality Assurance.
Builds Training and Quality framework to support Client and operational requirements
Designs implements and monitors Training and Quality Improvement initiatives that will drive operational performance both teams and individuals.
Deploy Periodic Training needs analysis and provides training and quality recommendations.
Meets all clients contractual KPIs and performance parameters.
Ability to observe analyze and give constructive feedback.
Basic knowledge of six sigma and quality tools.
Provide feedback to section managers on training/coaching requirements for their employees
Provide external training budget estimates for management approval and to be incorporated in the companys annual budget.
Coordinate with the operations team to ensure all required KPIs are met.
Build and develop strong interpersonal relationships with the team to cohesively bond them together with the company and integrate them with the vision and core values.
To embody the spirit of excellence through team building leadership and sound people management skills.
To identify areas of development and under performance and take corrective actions.
To be directly responsible towards fostering the development of the team by motivating them and ensuring career advancement.
To be a single point of contact with the team and the senior management through effective communication on key deliverables.
To ensure quality reporting and work with operations to build highly effective measurement and reward systems based on data.
Participate in client monitoring and QA programs; and identifying client expectations and needs.
Build QA action plans based on clients needs and expectations.
Communicating with Supervisors and Managers from all departments regarding the company s operations and activities on every project.
Determine and identify individuals training needs.
Support performance management systems in order to enhance company peoples performance.
Prepare and analyze internal and external quality reports.
Manage QA team members performance reviews and comments.
Requirements
Minimum Qualifications :
Bachelors degree in any related field.
Training : Customer Relation Management Quality assurance and control is a strong plus and
Minimum Experience : 8 Years of Experience in a similar role at the BPO Captive contact center Shared Services.
Skills:
Communication Skills:
Strong verbal and written communication skills in English Language
Personal Skills:
Outspoken team player
Excellent influencing skills
Ability to work under pressure
Ability to multitask
Ability to deal effectively and patiently with others
Customer service oriented
Problem analysis and solving skills
Detail oriented
Strong knowledge of customer care processes and techniques
Coaching and mentoring
Analytical and logical reasoning & numerical skills.
Managerial Skill:
Time management skills
Handle problems quickly and efficiently
Excellent knowledge of basic computer tools (e.g. Office suite Internet email)
Leadership skills
Excellent motivator
Minimum Qualifications : Bachelor's degree in any related field. Training : Customer Relation Management, Quality assurance and control is a strong plus and Minimum Experience : 8+ Years of Experience in a similar role at the BPO, Captive contact center, Shared Services. Skills: Communication Skills: Strong verbal and written communication skills in English Language Personal Skills: Outspoken team player Excellent influencing skills Ability to work under pressure Ability to multi-task Ability to deal effectively and patiently with others Customer service oriented Problem analysis and solving skills Detail oriented Strong knowledge of customer care processes and techniques Coaching and mentoring Analytical and logical reasoning & numerical skills. Managerial Skill: Time management skills Handle problems quickly and efficiently Excellent knowledge of basic computer tools (e.g. Office suite, Internet, email) Leadership skills Excellent motivator
Employment Type
Full Time
