Manager training & quality

Descripción general

Manage the Product Training Team (which may include Change Management and Learning Lab team)

· Work with the Quality and Operations Team to formulate training and non-training solutions

· Set measures of trainer effectiveness

· Support new programs and ramps by setting up a Product Training Team

· Ensure that there is collaboration between client Training Team and internal Training Team

· Develop Trainers to assume leadership posts in Training

· Develop and scale process training team to assume posts in other processes (redeployment or seeded)

· Support corporate initiatives as required

· Work with Voice and Accent Training and Recruitment Team in profiling and evaluating trainees/agents

· Complies with the Company’s Policies and Procedures, including Information Security

· Maintains an efficient performance management system by setting performance objectives with team members,

monitoring performance, conducting performance reviews and implementing actions to correct performance problems or

sustain good performance.

· Client Management on weekly and monthly basis for all lines of business

Requisitos para aplicar

Strong background in leading a team of high performing individuals

Minimum 1-2 years of experience managing Training and/or Quality Teams

Good people Management skills

Leadership Style and Coaching skills

Focus on key deliverables in a timely manner

90% English skills, both oral and written

Ability to manage people with different profiles within tight time