Job Title:
Associate Director, Training & Quality
Job Description
The Training & Quality Associate Director will oversee one country, managing business relations with Clients and Operations on matters such as contractual SLAs, driving engagement, innovation, and overseeing the adequate functionality of the overall business. The Training & Quality Associate Director will oversee one country, managing business relations with Clients and Operations on matters such as contractual SLAs, driving engagement, innovation and overseeing the adequate functionality of the overall business.
Training & Quality Associate Director
Job Description
The Training & Quality Director is tasked with defining and promoting a training and quality mindset across an entire company. The Director is responsible for managing all Training and QA functions, working with cross-departmental leadership to deliver high quality results as required by the business. From hiring managers to leading incident investigations.
Training and QA Directors establish and maintain a training and quality system to ensure a company’s facilities, equipment, personnel, methods, processes, and procedures conform to both internal guidelines and regulatory standards.
The Training & Quality Director will oversee one country (or more if applicable), managing business relations with Clients and Operations on matters such as contractual SLAs, driving engagement, innovation, and overseeing the adequate functionality of the overall business.
Responsibilities, but not subject to:
Sets tactical and operational plans for the achievement of short to medium-term Quality Compliance and Training goals
Develops and manages processes, standards, and plans for the implementation of minimum standards and utilization of tools and methods to ensure effectiveness of existing quality processes and sustainment of quality performance improvements
Reviews quality data and determines if all products and processes are aligned with regulatory standards.
Implements the quality control and continual improvement processes to maintain training content and delivery mechanisms
Works collaboratively with business leads to ensure training programs and processes are aligned and relevant to critical business priorities
Strengthens Client relationships targeting additional growth to increase top line for the organization
Ensures continuous improvement in service delivery through Process Improvement Initiatives
Leads all critical client interactions, supporting the local teams in Costa Rica (and other countries if applicable)
Manages delivery of a diversified client base business (Performance, Finance, Retention, Social Responsibility, Communication, Engagement, etc.)
Assures departments’ delivery to metrics, contractual SLA adherence, and day to day client management
Takes part of financial decisions within the departments
Works with the local country managers, senior leadership, and operational departments for optimum partnership
Managing retention, career planning, and engagement for the departments; and actively engages in the country's strategic plan
Skills:
- Ability to create and design Quality & Training Reports
- Proven expertise in Quality Management Systems
- Solid foundation and knowledge in blended learning methodologies
- Strong interpersonal skills ‐ both internally and with vendors
Requirement:
- 5 yrs+ Quality Experience (required)
- 3 yr+ Training Experience (preferred)
- 5 yrs+ Management Experience
- 5 yrs+ Call Center / Business Process Operations Experience
- Experience in Lean Six Sigma Methodologies
- Experience in CSAT related scrubbing process
Qualifications:
Bachelor's degree or equivalent combination of education and/or work experience in related area (preferred)
At least 2 years in the Director position, or proven expertise handling client relationships, and with proven expertise in the BPO field (preferable)
B2+ excellent proficiency in English (written and verbal) (required)
Ability to monitor efficiency parameters (seat utilization, shrinkage, attendance management, etc.)
Ability to manage client expectations and drive high eSat / VOC or other key indicators. Strong customer service orientation and client management skills
Strong financial management acumen; understanding of P&L
#LATAMCNX
Location:
COL Bogota - Mallplaza - Avenida Calle 19 # 28 - 80
Language Requirements:
English (Required)
Time Type:
Full time
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