Training and Quality Manager - Contact Center Operations

The Training and Quality Manager will be responsible for managing quality reports, improvement plans and the coordination of all training programs. This includes the management of the Trainers and Quality Analysts.

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individuals to join our team.                    

Now hiring for our Montego Bay Office:

TRAINING AND QUALITY MANAGER

JOB OBJECTIVE
The Training and Quality Manager will be responsible for managing quality reports, improvement plans and the coordination of all training programs. This includes the management of the Trainers and Quality Analysts.

KEY FUNCTIONS AND DUTIES INCLUDE:

• Conduct training needs assessments.
• Recruit Trainers and Quality Analysts.
• Lead, teach, onboard and evaluate new Trainers and Quality Analysts.
• Prepare budget for all training programs.
• Create, monitor and maintain training and quality KPIs.
• Prepare various training and quality reports based on the needs of the organization.
• Facilitate training through the use of appropriate learning techniques.
• Monitors, coaches, tracks and evaluates learners’ performance throughout the duration of the training up to and including nesting.
• Develops and executes all training related plans, processes and procedures.
• Maintain training material to reflect the changing project environment.
• Design, implement and monitor the Quality Assurance formats and standards.
• Manage the quality assurance program.
• Work with operations managers to develop, implement and monitor compliance with program improvement or corrective actions.
• Participate in client monitoring and QA programs.
• Perform other related duties and assignments as required.

REQUIRED QUALIFICATIONS AND EXPERIENCE:

• Degree in Instructional Design, Education, HR or a related discipline (or a combination of education and experience)
• Call Center experience preferred
• At least 3 Year's experience in a training/quality based managerial role.

REQUIRED COMPETENCIES:

• Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.
• Highly skilled in coaching, developing and motivating employees towards achieving and exceeding organizational goals and objectives.
• Demonstrated proficiency in Microsoft Office applications.
• Strong negotiation, interpersonal, written and oral communication skills.
• Exceptional ability to develop and manage results-oriented programs.
• Strong analytical, interpersonal and problem-solving skills.
• Excellent time management.
• Ability to plan and coordinate activities effectively and demonstrate tact, confidentiality and professionalism in the execution of duties.

All applicants must have a valid Government issued photo ID, NIS & TRN.
Successful candidates must be able to furnish a police record and pass an employment background check.