About the Job

We are seeking a Training and Quality Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.

As Training and Quality Manager, You Will…

Proactively solicit and provide feedback by being honest and transparent
Plan, develop and implement comprehensive professional development and training plans
Promote an inclusive learning environment and facilitate staff meetings
Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
Provide coaching to global staff in quality assurance and training to support superior performance
Responsible for the effective selection, development, supervision, evaluation and training of direct reports
Perform routine audits and track call performance
Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
Assign and monitor workload and performance of Trainers and Quality Analysts
Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate
Work with client and Operations Manager to perform corrective action
Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy.

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.css-o171kl{-webkit-text-decoration:none;text-decoration:none;color:inherit;}Hiring for Training and Quality Manager

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Hiring for Training and Quality Manager