Training Quality Manager
New Cairo, CairoPosted 4 years ago100People have clicked1 open position
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Job Description
The Training Quality manager controls all the quality/training policy aspects of the project in constant interaction with the client and Production /Customer Accounts Directors. At the head of his/her team, he/she guarantees compliance with the training process and quality objectives of the project.
- Construct the training roadmap (initial and ongoing) for the perimeter
- Manage activity workload depending on the schedule (available room, trainers)
- Ensure the deployment of all the customer training (initial and ongoing) to "100%" of the workforce
- Control the quality of training materials as well as their updates (and perhaps handle the design of modules)
- Design or control all of the training project productions.
- Contribute or fully construct the Initial business training, ongoing training, FAQs, intelligent quizzes...
- Ensure the proper use of the teaching methods on training projects
- Design modules, workshops for the project based on the needs of employees (advisors or team leaders)
- Establish summaries of training actions
- Guarantee :
- the effective implementation of the Webhelp quality approach.
- the achievement of Customer Quality objectives
- the listening strategy and quality control
- the planning and organization of calibrations (internal and client)
- Plan/size the team based on project needs
- Follow the team deliverables
- Follow the quality of their performance (indoors animation) and their design (quiz, modules, workshops ...).
- Manage collaborators (follow-ups and periodic evaluation)
- Establish a good collaboration between his/her teams and team leaders
- Be the business and insight link for the client
- Maintain quality/training dashboards and pass the information on to project/customer teams or WHU
- Participate in Production/Steering committees (generic or quality) and present the training strategy/project quality.
- Suggest ideas
- Lead, collect the ideas of project collaborators, and forward them to the client
- Contribute to the continuous improvement of processes and client tools
Job Requirements
- Fluent English is a must
- 5-8 years of experience is a must
- Experience in the BPO field is required.
- Familiarity with quality standards and processes to follow federal, state, and local regulations
- Communication skills to convey information in reports, meetings, and status reports
- Develop and ensure the proper filling of timesheets, LMS inputs, on-the-spot assessments, billing of training hours ..
- Knowledge of the product to perform accurate quality control
- Attention to detail
- Analysis, critical-thinking and problem-solving skills to review systems, find flaws and pose solutions to those flaws
- Interpersonal skills
- Ability to handle stress
- Ability to operate under deadlines while still meeting standards
