Senior Training and Quality Manager

POSITION SUMMARY:

The Call Center Senior Training & Quality Manager will be responsible for overseeing the Global Training and Quality department and will be tasked with the development, implementation, and continual improvement of training and quality assurance programs across all global operations. This role involves strategic leadership and management of training and quality teams, ensuring the alignment of training initiatives with business goals, and fostering a culture of continuous improvement and excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These include the following. Other duties may be assigned at the discretion of management in the context of the role:

Quality and Training Management:

• Develop and execute a global strategy for training and quality assurance that aligns with organizational goals.
• Design, develop, and implement comprehensive training programs to enhance employee skills and knowledge.
• Establish quality assurance policies and procedures to ensure service excellence across all respondent/customer/client touchpoints.
• Monitor and evaluate the effectiveness of training and quality assurance programs, making adjustments as necessary.

 People Management:

• Lead and manage global and regional training and quality teams, fostering a culture of teamwork and continuous improvement.
• Set clear objectives and performance metrics for teams and individuals, conducting regular reviews and feedback sessions.
• Promote professional development opportunities and career progression for team members.

 Other Tasks: Phone Center Continuous Learning and Improvement:

• When work demands warrant, Senior Manager, Training & Quality can be scheduled dialing hours on assigned workdays. This ensures that the Phone Center can provide the necessary hours to deliver completes and, at the same time, it constitutes an opportunity to be continually connected to dialing skills which enable call center leaders to effectively monitor, coach and support Telephone Interviewers/Market Researchers.
• Hands-On Leadership and Engagement: Engage in various operational facets beyond dialing, such as SMS management and inbound interaction, to grasp and address the nuanced challenges across communication platforms actively.
• Real-Time Feedback and Coaching: Manage a comprehensive quality assurance program that covers all customer interaction channels, employing both manual and automated tools to uphold and surpass training standards.
• Performance Monitoring and Quality Assurance: Oversee a comprehensive quality assurance program that encompasses all customer interaction channels. Use a combination of manual audits, customer feedback, and automated quality monitoring tools to assess performance and ensure consistency with training standards. Regularly review performance metrics to identify trends, benchmark against industry standards, and drive continuous improvement initiatives that enhance customer satisfaction and operational efficiency.
• Cross-Functional Collaboration for Best Practices: Initiate regular meetings across departments to exchange insights and foster a collaborative culture that embraces best practices, enhancing service excellence and innovation.
• Commitment to Personal and Team Growth: Advocate for a culture that values continuous learning and professional development at all levels, supporting a range of educational opportunities and personalized development plans.

REQUIRED SKILLS & QUALIFICATIONS:

• Proven experience in training and quality management within a global call center or customer service environment.
• Strong leadership skills with the ability to manage and motivate teams across different geographical locations.
• Excellent communication and interpersonal skills, with the ability to engage and collaborate with stakeholders at all levels.
• Strategic thinker with strong analytical and problem-solving abilities.
• Proficiency in learning management systems (LMS) and quality management tools.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in any relevant field. A master’s degree is preferred but not mandatory.
• At least 10 years of experience in training and development or quality assurance, including a minimum of 5 years in a leadership role within a global setting.