Training & Quality Manager - BPO Industry

Job Title:

Training & Quality Manager - BPO Industry

Job Description

The Training and Quality Manager is responsible for leading the design, delivery, and continuous improvement of classroom and virtual training programs to ensure workforce readiness across assigned client accounts. This role manages a team of Trainers and Quality staff, providing coaching, development, and performance oversight to drive consistent service excellence.

The Training & Quality Manager is responsible for:
- Assisting with the analysis, scheduling and implementation of all classroom and virtual training in support of assigned client programs to ensure superior workforce preparation. This role is responsible for a single client or multiple clients with multiple programs or lines of businesses which can be across multiple sites / geos or with high headcount.
This includes supervising and developing Trainers who support their assigned portfolio. This position cultivates strong 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. In addition, this role is responsible to develop the Training department, to align with the CNX standards and supports in mentoring and developing Supervisor /Sr. Supervisor Training.
-Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
-Conduct Train-the-Trainer sessions
-Create and maintain advisor training schedule
-Accountable for achieving the training performance metrics incl. creating proactively actions plans. Using the training monitoring tools efficiently and self-reliantly. Strong analytical skills and experienced in root cause analysis tools. Able to bring client and CNX standards together and implement and evaluate CNX Standards (processes, tools, audits) 
-Coordinate with the Quality Leadership and Operations on consistency issues
-Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day formal interaction with clients incl. Business reviews.
-Recommend curriculum modifications to Training Manager or client on the basis of internal feedback and/or Training Needs Analysis. May support internal/external Instructional Design team in designing and developing training materials considering the CNX standard for various instructional delivery methods including computer-based training, classroom/virtual training, and written job aids. Regular evaluations of the material, concept and Training duration.
-Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation 
-Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization
Managing Transaction Monitoring for clients with multiple programs or lines of businesses within a single site. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.
-Supervise work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
-Maintain accurate metrics of direct reports individual performance as well as overall team level performance
-Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
-Develop strong working relationships with key Business stakeholders, internal and external
-Oversee audits of key support processes within each account and recommends changes
 

Candidate Profile:
-1 - 3 Years of Experience in a similar role (Quality/Training Team Leader/Supervisor/Manager).
-BPO/Contact Centre experience.
-Detail-oriented.
-Ability to multi-task and meet timelines on deliverables.
-Proficient in Microsoft Office.
-Effective communication skills, both written and verbal.

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.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

NOR Fredrikstad - Kråkerøyveien 2B

Language Requirements:

English (Required)

Time Type:

Full time