As Quality Assurance/Training 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