Quality Training and Development Manager

Quality Training and Development Manager.

Quality Training and Development Manager 

 Job Summary:

We are looking for a Quality and Training Manager who is bordering on obsessive about offering world-class customer experience, who puts their customers along with their people at the heart of everything they do. Personal development is important to us, so we are keen to speak to an individual who loves taking accountability of department and operational performance, someone who is passionate about ensuring high levels of quality assurance through training, coaching, continuous improvement and people development.

• Create, define, embed and own the end-to-end Quality + Training strategy for our Customer Service/Collection department
• Set quality standards for incoming and outgoing communications and develop effective quality assurance + compliance processes.
• Create, develop, and implement tools and other methods to continuously improve quality, efficiency and customer experience.
• Manage and update knowledge management systems in line with the quality standards, procedures and process changes.
• Organise quality audits, identify training needs and analyse results to support the wider operation.
• Create analytical reports, linking to quality performance and key KPIs in Customer Service to define and implement relevant actions plans.
• Regular testing, monitoring, reporting and sharing data driven insights with the relevant stakeholders.
• Cross-departmental collaboration to contribute towards the wider business strategy.  
• Develop quality assurance plans by identifying control points, preventive measures, monitoring procedures, corrective actions, and verification procedures.
• Design quality score card programs and maintain feedback mechanism for all services.
• Complete regular reviews and identify individual knowledge gaps as well as wider team trends; recommend and conduct appropriate retraining.
• Investigate customer complaints and non-conformance issues.
• Create and maintain engaging training and coaching materials for agent level to support level employees including our middle line managers.
• Ensure the team are aware of any product developments, business campaigns and processes updates and how this impacts their work.

Skills/Experience:

• Organized and strategic planner
• Technical and analytical with ability to convert data into insights
• Effective interpersonal and presentation skills
• Creative approach to training and a desire to make learning interactive
• Ability to recognise and adapt to different learning styles. 
• Attention to detail
• Excellent communication skills (verbal and written)
• Coaching, training and development
• Customer obsessed and resolution focused
• Highly self-motivated and hungry to learn
• A friendly and professional demeanour
• Problem solving and thinking outside the box
• Ability to work under pressure in a fast-paced environment  
• Ability to work towards set KPI’s/targets
• Experience working with Executives, Senior Managers, Team Leaders and Advisors
• Working with Microsoft tools, including but not limited to Microsoft Teams/Office
• Supporting large scale contact centre teams (200+)

Education:

• Degree in Business Administration/Management
• IT Certification would be an asset
• 5 or more years’ experience as a Quality Training & Development Manager within the BPO

Thank You for your application, only short-listed applicants will be contacted