CS Training QA Manager

NOK Human Capital is hiring CS Training & QA Manager for IntouchCX a global BPO leader in customer support industry.

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. Were looking for a leader who has the vision experience and passion to contribute to our culture and the success of our clients.

As CS Training & QA 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 upskilling and coaching action as appropriate and per company policy

As CS Training & QA Manager You Have

3 years of leadership experience preferably in the customer service industry within the training and/or quality functions

University degree in related discipline

Demonstrated progressive leadership and management skills preferably in a contact center environment

Experience leading teams in a global capacity

Experience working in a fast paced environment across multiple locations globally

Strong verbal and written communication skills

Exceptional organizational and time management skills must be able to multitask and prioritize

Superior analytical skills problem solving and decision making skills

Demonstrated understanding of adult learning principles and/or training methodologies (ILT eLearning etc.)

Understanding of continuous improvement plans

Good understanding of business acumen

Independent thinker

Excellent presentation skills

If you match the above criteria send your CV to mentioning CS Training & QA Manager in the subject line

Remote Work :

No