Global Quality & Training Leader

IntouchCX; Cebu City; On-site; PHP 80,000 - 110,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients, collaborating with multiple departments to identify opportunities, develop plans, coach teams and ensure key metrics are achieved.

You will lead global staff, conduct audits, act as SME, and drive continuous improvement through training and performance management. This includes coaching, workload management and coordinating with Operations Managers.

Qualifications

• 3+ years of leadership experience
• Post-secondary education preferred
• Demonstrated, progressive leadership and management skills, preferably in a contact center environment
• Experience leading teams in a global capacity
• Experience working in a fast paced environment across multiple locations globally
• Strong verbal and written communication skills
• Exceptional organizational and time management skills – must be able to multitask and prioritize
• Superior analytical skills, problem solving and decision making skills
• Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
• Understanding of continuous improvement plans
• Good understanding of business acumen
• Independent thinker
• Excellent presentation skills

Responsibilities

• Proactively solicit and provide feedback by being honest and transparent
• Plan, develop and implement comprehensive professional development and training plans
• Promote an inclusive learning environment and facilitate staff meetings
• Set and provide direction of new initiatives, opportunities and foster best in practice training and professional development
• Provide coaching to global staff in quality assurance and training to support superior performance
• Responsible for the effective selection, development, supervision, evaluation and training of direct reports
• Perform routine audits and track call performance
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
• Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
• Assign and monitor workload and performance of Trainers and Quality Analysts
• Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
• Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
• Identify and document any training and/or quality performance issues and escalated them to the Operations Manager, as appropriate
• Work with client and Operations Manager to perform corrective action
• Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy

Skills

Leadership

Communication skills

Organizational skills

Analytical skills

Adult learning principles

Training methodologies

Presentation skills

Multitasking

Time management

Education

Post-secondary education preferred

Job description

IntouchCX is seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients, collaborating with multiple departments to identify opportunities, develop plans, coach teams and ensure key metrics are achieved.

You will lead global staff, conduct audits, act as SME, and drive continuous improvement through training and performance management. This includes coaching, workload management and coordinating with Operations Managers.