Training and Quality Lead

This is a remote position.

• Oversee training programs that include web-based seminars, printed manuals, group sessions, training videos, and more.
  
• Maintains an understanding of new educational and training techniques and methods
  
• Identify and assess future and current training needs for the company, a group, or individuals through job analysis, career paths, annual performance evaluations, administering surveys, and consultation with line managers
  
• Works with various department heads to address learning issues, instruction problems, or new educational needs regarding specific employees or departments
  
• Conduct effective induction and orientation sessions. Schedule training sessions, organize information technology and other equipment, and manage course enrollment
  
• Conduct leadership training for the company and the clients.
  
• Monitor and evaluate training program's effectiveness, success, and ROI (if applicable)
  
• Review existing training materials to determine appropriateness and relevance
  
• Monitor training programs and manuals to ensure that they are effective and up-to-date, and makes updates as necessary
  
• Maintain a keen understanding of training trends, developments, and best practices
  
• Manage Training initiatives, programs, and rocks
  
• Conduct New Employee Onboarding and Orientation for new hires as well as product training before endorsing them to operations
  
• Observe Training Specialists and provide feedback using the B&P facilitator's observation form.
  
  

• Create procedures and guidelines to inspect, audit, and report quality issues
  
• Monitor operations/calls and procedures that affect the quality
  
• Monitor and evaluate Quality Specialist performance for consistency and efficiency
  
• Assure reliability and consistency by regularly checking the processes and final output
  
• Investigate, analyze, resolve, and report quality issues and incidents to ensure immediate action
  
• Keep records of quality reports, statistical reviews, and relevant documentation
  

• Responsible for KPI and Performance management, including but not limited to delivering corrective actions, PIP, STAR, and Annual IP reviews.
  
• Manage day-to-day activities of the team (viz, briefing, feedback, and, monitoring)
  
• Ensure compliance with procedures and policy guidelines, encourage, and motivate agents in a high-pressure job environment
  
• Facilitate issue resolution and make sure that SLAs and KPIs are met
  
• Act as liaison for both internal and external groups for program initiatives
  
• Work with the Sr. Training and Quality Lead and Training and Quality Manager in creating prime program initiatives to drive performance
  
• Perform other business requirements as needed.
  

Requirements

• 1-2 years
  
• Proficient in MS Office apps
  
• Sound decision-making and organizational skills
  
• Exceptional English communication, both written and verbal
  
• Must be willing to work in shifting schedules
  
• Must be amenable to work in-office as required
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  

Benefits