Summary
The Training & Quality Manager To manage and facilitate, in a dynamic and passionate manner, the performance and deliverables of a client specific Training and Quality teams to exceed the expectations of the company and clients based in a continuous improvement of an effective and efficient operational delivery and end user satisfaction.
Description
KEY ACCOUNTABILITIES
- Develop, establish, and review Quality and Training procedures, standards and specifications
- Standardize SLAs and assure execution according to customer and operational needs
- Monitor performance through data gathering and create statistical reports
- Investigate causes of quality problems, suggest changes, propose solutions, and execute
- Assure that Team Leads and direct reports obtain and maintain technical and instructional knowledge and skills
- Analyze the department’s needs to develop innovative programs or modify and improve existing ones
- Execute periodic round tables with Trainees, Trainers, Quality Agents, Operations, and Clients for process improvements with cost-effective alternatives
- Identify opportunities for automation to improve efficiencies
- Develop and analyze reports for Operation Managers and Clients with the necessary execution plans
- Periodic monitor of Training Instructor performance and effectiveness of training programs
- Regularly collaborates with Clients, Operations, Training Leads, QA Leads, QA Analysts and Trainers for feedback, updates, and action plans for driving key training projects
- Perform employee development and administrative supervision of Team Leads and direct reports
- Develop the department’s scorecard with measurement of demonstrable results
- Proactively removes outliers and potential risks
- Participates and leads in strategic and operational planning sessions for the organization’s development
- Looks to reduce waste and increase efficiency
- Applies Six Sigma methodology
REQUIRED SKILLS
- Bachelor’s degree preferred
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
- Ability to mentor, coach and provide direction to a team of employees
- Self-starter, sense of urgency, and works well under pressure
- Ability to foster a sense of professionalism and relationship building for self and team
- Results and detail Oriented
- Strong data analysis and self – driven individual
- Strong problem solving and critical thinking skills
- Ability to present complex information to a variety of audiences / Strong teamwork
- Ability to create important level presentations for clients
- English B2
Internal Career Path Policies (only for current employees)
- The game-changers must have the approval of his or her immediate supervisor to apply for the call.
- Required tenure: 6 months.
- Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
- Must not have active disciplinary actions.
- The game-changer may participate in only one process at a time.
- Comply with the learning paths of the Corporate University.
- Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
- If you were evaluated by the PC psychologist for a vacancy and you were not selected, you must wait at least 2 months to reapply for that same position from which you did not pass
- The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
- Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.
