Training & Quality Manager

7 months ago

Kuala Lumpur, Malaysia Teleperformance Full time

Overview:
**Position Summary**:
The Training and Quality Manager supports training and quality for a program or a vertical account either within a site and/or across multiple locations. Oversees Transaction Monitoring requirements, and/or Sales Verification (as applicable), and is responsible for ensuring continuous training of employees based on client, organizational and individual needs. Incumbent may supervise Trainers, Quality Supervisors and Quality Analysts and may skip level supervise Quality Coaches and/or Sales Verification Representatives, if applicable. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring Team and is responsible for assigned staff development. Responsibility also includes proactive identification of account level performance related KPI opportunities up to and including customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program. Incumbent is responsible for Call recording tools and quality form administration and Continuous Improvement initiatives. This position ensures training procedures are documented, audited and maintained. The scope of the role includes new program setup, implementation and performance management. Through the review of Training tools, processes and resources, the Training and Manager is also responsible for working with the Account Management, IT, HR, Operations and other functional teams to improve procedures. Ongoing Trainer development is a major focus of the Manager’s responsibility as well as ensuring content delivery and effectiveness.

Qualifications:

- 5-6 Years of relevant management experience (managing training and quality teams)
- COPC or Six Sigma Black Belt desirable
- Must have strong background and knowledge in Quality assurance & Training areas
- Experience in managing QA initiatives.
- Knowledge of adult learning styles
- Background and experience in Instructional Systems Design
- Proficiency in using Microsoft Office Products
- Proven ability to manage people, processes, and technology across multiple sites and virtually.
- Strategic thinker and strong analytical skills.
- Excellent understanding and QA principles.
- Client Relationship exposure.
- Experience with developing a QA team in a call center environment.
- Possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
- Ability to influence and motivate others.
- Superior written and verbal communication skills and presentation skills.
- Excellent leadership and developmental skills
- Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
- Strong knowledge of call center software, technology and key indicators.
- Excellent organizational skills and exceptional follow through discipline
- Strong leadership skills
- Excellent presentation skills.
- Analyze problems, detect root causes and resolve all issues
- High internal customer focused orientation
- Excellent Time Management
- Planning / organizing / prioritizing skills
- Excellent written & spoken English
- Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
- Interpersonal skills
- Achievement orientation
- Good coordination skills
- General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

**Responsibilities**:

- Non-program specific training (Soft skills, efficiency)
- Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
- Trends analysis (Analyzing quality reports and call center data to determine training needs and opportunities)
- Project Manage/Drive Continuous Improvement Initiatives.
- Performance benchmarking (Determine levels of performance for comparison purposes)
- Training documentation (develop supplemental training material, develop training material for initiatives not documented by client, ensure compliance with Vendor Total Quality Plan)
- Support client trainers (Cooperation and mutual support for client provided trainings)
- Develop and maintain strong working relationships with and attend stakeholder meetings (Exchange of knowledge, experience and know-how)
- Ensure facilitation and coordination of calibration process and sessions (both internal/external)
- Create, conduct and score skills assessments
- Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans
- Schedule and execute trainings in close cooperation with the Account Managers
- Ensure unified training and

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