Specialist, Training & Quality

Job Title:

Specialist, Training & Quality

Job Description

The Specialist, Training & Quality is responsible for assisting with the analysis, scheduling and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation. They will support Transactional Monitoring clients with multiple programs or lines of businesses which can be across multiple sites/geos. This includes assisting the Evaluators and Trainers who support their assigned portfolio. This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.

Job Description

 

Essential Functions & Core Responsibilities

• Designs, monitors and evaluates adherence to and efficiency of key customer related processes that support ability of account to achieve business results and client satisfaction
• Initiates process changes to achieve desired business goals, client and customer satisfaction and high productivity
• Analyzes results and trends on all quality metrics across multiple accounts
• Facilitate audits and system reviews
• Design process monitoring forms and measurement tools (using the Convergys standard as the framework) in conjunction with Client requirements for each account
• Consults with Account Management on process improvement, training, environment, quality tools and analysis, recommends and initiates change
• Conduct ad hoc Coaching and Feedback sessions as requested by Account Management for front line agents who need extra coaching or first line supervisors and managers for coaching skill reinforcement training
• Establish, nurture, and maintain collaborative partnership with designers, quality, recruiting, and operations providing continual classroom innovation
• Assist in client and account needs analysis, assessment, and solution design for learning and non-learning interventions (e.g., focus group facilitation, brainstorming/problem solving with groups and mentoring)
• Understand curriculum design methodology and approaches and develop classroom delivery strategies
• Prepare all delivery support tools used during training courses
• Analyze daily tracking including end of day course evaluations and trainee assessments and make recommendations for appropriate adjustments
• Assist in modifying curriculum content and materials to meet variable learner needs

• Understand fiscal impacts and responsibility to deliver efficient and effective training and facilitation solutions to support account profitability and client satisfaction.

 

 

Candidate Profile

•Training and Quality experience within the call centre industry

• Proficient in advanced functionality Microsoft Office

• Effective English communication skills, both written and verbal

• Demonstrated ability to communicate effectively and professionally with internal and external associates

• Ability to multi-task and meet timelines on deliverables

• Demonstrated ability to work with and lead a team

• Detail and customer service oriented

 

 

Career Framework

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

• Analyzes possible solutions using standard procedures and principles

• Builds knowledge of the organization, processes and customers

• Solves a range of straightforward problems

• Receives a moderate level of guidance and direction

 

#EMEACNX

 

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.

Location:

ESP Barcelona - C/ de la Selva de Mar, 129

Language Requirements:

English (Required)

Time Type:

Full time

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