Training and Quality Manager

Career Framework

Role Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

About the Role

The Manager, Training and Quality will manage training and quality staff for contact center programs. Responsible for staff performance, driving training and quality process improvement in partnership with program leadership and clients. This position will Lead the evaluation, design and delivery of training and quality initiatives. Oversee new hire, continuing education, and program specific training on assigned accounts. Develop and implement standards for quality monitoring of agents/representatives. Ensure that quality processes provide Operations with guidance to correct problems. Determine appropriate staffing levels and leads hiring, training/development, and evaluation of own staff's performance.

Responsibilities

• Maintains appropriate staffing levels according to program requirements
• Contributes to the assessment, analysis, planning, design and delivery of training and quality solutions
• Acts as a primary point of contact and performance consultant for training and quality functions, partnering with program management within assigned accounts
• Develops and cultivates partnership with clients, operations, program management, recruiting and other support functions
• Coordinates with learning consultants and curriculum developers to provide learning and non-learning performance solutions
• Observes and mentors trainers to maximize their skill sets in training and facilitation and develop their understanding of training processes and methodologies
• Monitors and ensures completion of daily administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner
• Attends calibration and operational team meetings as appropriate to ensure understanding of client and operations needs

Qualifications

• Bachelor's Degree in related field from a four-year college or university with seven years of relevant experience (with at least two years of Progressive Management Experience) preferred

Required Skills

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Minimum of 2 yrs Supervisory or Managerial experience in the industry
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen
• Occasional travel required

Preferred Skills

• Experience in handling Logistics or Hospitality account is preferred

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.e.