Job: Director, Training %26 Quality

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Jobing Description

Performs management level work overseeing all aspects of client specific, call-center training and quality assurance. Work is performed under general supervision. General supervision is exercised over subordinate personnel.


Responsibilities%5C:

Manages multiple center training and quality assurance programs and staff.
Evaluates and delegates work assignments based on needs and scope of work.
Supports sales team and center management team with new programs throughout program development, implementation, and maintenance.
Drives operational performance via training and coaching in conjunction with Operations to meet or exceed operational metrics in the balanced scorecard.
Conducts trainer observations and monitors trainer and trainee performance.
Performs internal audits of quality files to ensure policy and procedure compliance, tracks quality certification completion, and conducts coaching observations.
Ensures training and quality expectations of client, center, and corporation are met.
Takes initiation to identify, analyze, report, and address training & quality needs (curriculum design, trends, performance) and collaborates with operations management to prioritize execution based on greatest performance impact.
Ensures all reporting requirements are complied with for client, center and corporate.
Coordinates with training to ensure that all quality opportunities are addressed to improve overall performance.
Provides regular training and quality performance results to managers, center operations team, and corporate.
Participates in on-site client review meetings including the development of training programs or interventions.
Assesses and determines training needs, procedural updates, trainee performance, and collaborates with operations, recruiting, and quality to prioritize delivery.
Attends calibration and monitoring sessions to ensure program compliance and balance.
Monitors trainer utilization and effectiveness as it relates to Trainer scorecard metrics.
Manages staffing needs and ensure ratios are maintained to provide appropriate operational support.
Coordinates with training team to develop new programs, new hire classes for existing programs, and/or changes to programs and makes recommendations to training agenda or curriculum as necessary.
Coordinates updates and maintenance of quality equipment and software programs.
Achieves certification in the P.A.C.E. coaching methodology and conducts P.A.C.E. coaching training and certifications for others

Skills / Requirements

Minimum Education and Experience%5C:

A Bachelors degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field or related years of experience
Experience (3+ years) in training design, delivery, and assessment experience preferred (to potentially include online/virtual classroom delivery in addition to classroom delivery)
Extensive experience (7+ years) in a call center environment, including a minimum of three (3) years supervisory experience
Some previous telemarketing or telephone service experience.
Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.
Previous sigma experience a plus, however must show proven track record improving metrics through analysis and project planning

Knowledge, Skills and Abilities%5C:

Ability to monitor and record improvements in performance
Good understanding of business acumen
Strategic thinker, independent self-starter, capable of detailed analysis and creative problem solving
Moderate to high degree of computer experience/knowledge
Demonstrated ability to influence and motivate across all levels of employees in multiple locations
Superior communication skills%5C: both written and verbal
Comfortable with and excels in a fast-paced environment with frequently changing priorities
Looks for opportunities and crafts solutions to drive continuous improvement
Shows initiation, accountability, flexibility as well as maintains sensitivity in human relations
Strong aptitude for listening and being able to provide actionable feedback
Excellent presentation, influence and negotiation skills
Knowledge of Microsoft Word, Excel, and PowerPoint and overall moderate to high pc proficiency