Sr. Manager, Training & Quality

Job Title:

Sr. Manager, Training & Quality

Job Description

Sr. Manager, Training & Quality will be in charge of the Training & Quality Standardization for Managers, Supervisors, Trainers, and Quality Analysts. This person will assure the execution of the Training and Quality Onboarding and Certification process while continuously adopting Standard Operational Procedures (SOPs), best practice sharing, and Continuous Upskilling Program for all staff

The Sr. Manager Training & Quality is responsible for the overall direction, coordination and evaluation of the Training and Quality functions for assigned clients / programs, supervising junior managers. Develop comprehensive processes with appropriate linkages to organizational and operational efficiencies, effectiveness and contributing to business scorecard outcomes. Ensure compliance to client Training and Quality measures and sales/service performance and manage overall operation of Training and Quality Teams across multiple verticals, clients with programs across multiple sites or geographies within those verticals.

 

Essential day-to-day job duties and responsibilities will include:

• Manage a team of Training and Quality Managers and comply with the verticals of investigators, Finance, Retail, Healthcare and Technology teams.
• Take a role in the quality function for Operations (OPS) working closely with Training and other stakeholders.
• Data Mining / re-audits for quality metrics, create team level reports and share outlier analysis with Operations (Ops) team.
• Perform analytical deep dives based on data mining to develop interpretive insights; conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions.
• Work closely with Ops team to identify tool / language barriers which are impacting associate and customer experience.
• Prepare coaching content for associates in case of new product / process launches and promotions.
• Support new product development and/or design changes in coordination with management, project leaders, & project team.
• Position will participate in audits, Calibrations, R&R sessions, Problem Solving and Root cause analysis as daily basis.

 

Candidate profile

• Advanced English
• Quality Experience
• Training experience
• Must have proficiency with various software applications programs including Outlook, Microsoft Word, PowerPoint and Excel
• Minimum of 2 years of people management
• Must have demonstrated ability to work with senior leaders and be able to engage/influence cross functional leadership teams
• Experience with QA tools such and analysis
• Excellent analytical skills.
• Good written and verbal communication skills.
• Strong attention to detail.

Location:

COL Medellin -Proyecto FIC 48, #18A-14

Language Requirements:

Time Type:

Full time

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