Training & Quality Manager

Team Management:

• Manage and coordinate the work team
• Supervise the functions of the team and establish plans for development and improvement of the team and all the staff of the platform
• Hold weekly meetings with the work team
• Conduct a monthly (minimum) meeting with each employee in order to provide regular feedback on performance and attitude
• Perform annual performance appraisal of each member of the team
• Prioritize team activities and set goals
• Resolve doubts or incidents in the area
• Any other function that is considered relevant and necessary in the business

Training & Quality:

• Identify and analyze the training needs of the services, preparing the training plan for a specific period
• Evaluate the quantitative and qualitative level of quality of the services offered, performing the analysis and report, and the quality plan. Introduce improvements in case of gaps
• Perform listening, participating in training sessions with agents
• Carry out task calibration actions with the members of your work team
• Develop actions to guarantee the continuity and development of services
• Any other function that is considered relevant and necessary in the business

Relationship with client:

• Identify and define monitoring reports with Client.
• Conduct regular meetings with the clients
• Participate in the proposals
• Propose improvement plans
• Any other function that is considered relevant and necessary in the business

Security Tasks & Responsibilities:

• Processing of personal data, client data and employer business specific data in accordance of Personal Data Protection, Employer Contract, NDA, IT and Data Protection and other guidelines provided by employer
• Protecting all personal client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship
• Informing immediately the direct supervisor about possible threats and incidents impacting normal  workflow and data processing
• Assuring through following all policies and guidelines the appropriate use of the information and   information systems and its resources
• Participating in the trainings organized by the Employer, including trainings for protection and processing of data
• Encourage employees to improve
• Encourage open dialogue and cooperation (problem solving).
• Get results (leadership, decision making, assuming responsibility, tolerance to pressure)
• Design and communicate purposes and strategies
• Enable creative environments
• Assume ethical criteria and values (Reliable, Integrity, Equity and Objectivity)
• Motivate and support performance
• Ability to add value to Internal and External Clients