Quality Assurance and Training Manager

About the Job We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients. As Quality Assurance/Training Manager, You Will Proactively solicit and provide feedback by being honest and transparentPlan, develop and implement comprehensive professional development and training plansPromote an inclusive learning environment and facilitate staff meetingsSet and provide direction of new initiatives, opportunities and foster best in practicetraining and professional developmentProvide coaching to global staff in quality assurance and training to support superior performanceResponsible for the effective selection, development, supervision, evaluation and training of direct reportsPerform routine audits and track call performanceBecome the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation ManagersAssist with or conduct training to keep the team updated on changes that may occur in information or proceduresAssign and monitor workload and performance of Trainers and Quality AnalystsParticipate in calibration sessions and ensure Quality Analysts complete timely calibration evaluationsAddress inconsistent scoring through coaching and assist with facilitation exercises, as assignedIdentify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriateWork with client and Operations Manager to perform corrective actionDeliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policyAs Quality Assurance/Training Manager, You Have 3+ years of leadership experience, preferably in the customer service industryPost-secondary education preferredDemonstrated, progressive leadership and management skills, preferably in a contact center environmentExperience leading teams in a global capacityExperience working in a fast paced environment across multiple locations globallyStrong verbal and written communication skillsExceptional organizational and time management skills must be able to multitask and prioritizeSuperior analytical skills, problem solving and decision making skillsDemonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)Understanding of continuous improvement plansGood understanding of business acumenIndependent thinkerExcellent presentation skills About the Job We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients. As Quality Assurance/Training Manager, You Will Proactively solicit and provide feedback by being honest and transparentPlan, develop and implement comprehensive professional development and training plansPromote an inclusive learning environment and facilitate staff meetingsSet and provide direction of new initiatives, opportunities and foster best in practicetraining and professional developmentProvide coaching to global staff in quality assurance and training to support superior performanceResponsible for the effective selection, development, supervision, evaluation and training of direct reportsPerform routine audits and track call performanceBecome the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation ManagersAssist with or conduct training to keep the team updated on changes that may occur in information or proceduresAssign and monitor workload and performance of Trainers and Quality AnalystsParticipate in calibration sessions and ensure Quality Analysts complete timely calibration evaluationsAddress inconsistent scoring through coaching and assist with facilitation exercises, as assignedIdentify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriateWork with client and Operations Manager to perform corrective actionDeliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policyAs Quality Assurance/Training Manager, You Have 3+ years of leadership experience, preferably in the customer service industryPost-secondary education preferredDemonstrated, progressive leadership and management skills, preferably in a contact center environmentExperience leading teams in a global capacityExperience working