Quality Assurance and Training Manager

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 escalated 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

As Quality Assurance/Training Manager, You Have...

3+ years of leadership experience, preferably in the customer service industry

Post-secondary education preferred

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