Sr. Training & Quality Manager

Concentrix; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Concentrix in Cape Town seeks a Senior Training & Quality Manager to lead training and quality across clients, programs, and locations, acting as a strategic partner to senior stakeholders and applying data-driven insights to improve customer experience and operation.

The role requires a Bachelor's degree, strong communication, project management, and BPO leadership experience; flexibility to support North America accounts from 2 PM to 12 AM.

Qualifications

• Bachelor's degree in a relevant field is required.
• Advanced degrees or professional certifications are considered an advantage.
• Exceptional communication: strong written and verbal communication skills.
• Ability to deliver effective presentations to diverse audiences.
• Project management expertise: proven ability to manage projects in a fast-paced, deadline-driven environment.
• Skilled at organizing priorities, meeting timelines, and driving results.
• Mentorship capabilities: demonstrated ability to coach, mentor, and develop team members.
• Focused on supporting individual and team performance at a high level.
• BPO experience: prior experience managing functional groups at a senior level within a BPO environment is essential.
• Strong understanding of operational leadership and client service delivery.
• Flexibility: open to supporting North America accounts during flexible working hours, specifically 2 PM - 12 AM, to meet client and business needs.

Responsibilities

• Training Oversight: Manage the training of internal and external customers, providing product expertise and facilitating effective conversion mapping.
• Lead a team in compliance with organizational policies, handling tasks like hiring, training, and performance management.
• Address complaints and resolve conflicts effectively.
• Coordinate trainer schedules and design course agendas, ensuring content meets learner needs and customer goals.
• Analyze training effectiveness through class attendance and evaluations, implementing corrective actions as needed.
• Conduct internal training sessions to keep staff up-to-date on product knowledge.
• Build strong relationships with key stakeholders, including Quality Leadership and Account Management, to create departmental goals and objectives.
• Suggest modifications to policies and procedures that align with company values and support process management goals.
• Work closely with other departments like Operations and Analytics to ensure seamless quality initiatives across the organization.

Job description

Job Description

Exciting Opportunity: Senior Training & Quality Manager

Job Title

Sr. Training & Quality Manager

Job Description

Exciting Opportunity: Senior Training & Quality Manager

Join our dynamic team as a Senior Training & Quality Manager, where you'll lead the charge in enhancing our Training and Quality functions across multiple clients, programs, and locations. The Senior Training & Quality Manager acts as a key strategic partner to senior operational and client stakeholders, leveraging performance data, insights, and best-practice methodologies to enhance customer experience, employee capability, operational consistency, and overall business outcomes.

Key Responsibilities

• Training Oversight: Manage the training of internal and external customers, providing product expertise and facilitating effective conversion mapping.
• Lead a team in compliance with organizational policies, handling tasks like hiring, training, and performance management.
• Address complaints and resolve conflicts effectively.
• Coordinate trainer schedules and design course agendas, ensuring content meets learner needs and customer goals.
• Analyze training effectiveness through class attendance and evaluations, implementing corrective actions as needed.
• Conduct internal training sessions to keep staff up-to-date on product knowledge.
• Build strong relationships with key stakeholders, including Quality Leadership and Account Management, to create departmental goals and objectives.
• Suggest modifications to policies and procedures that align with company values and support process management goals.
• Work closely with other departments like Operations and Analytics to ensure seamless quality initiatives across the organization.

Essential Skills & Qualifications

• Education: Bachelor's degree in a relevant field is required.
• Advanced degrees or professional certifications are considered an advantage.
• Exceptional Communication: Strong written and verbal communication skills.
• Ability to deliver effective presentations to diverse audiences.
• Project Management Expertise: Proven ability to manage projects in a fast-paced, deadline-driven environment.
• Skilled at organizing priorities, meeting timelines, and driving results.
• Mentorship Capabilities: Demonstrated ability to coach, mentor, and develop team members.
• Focused on supporting individual and team performance at a high level.
• BPO Experience: Prior experience managing functional groups at a senior level within a BPO environment is essential.
• Strong understanding of operational leadership and client service delivery.
• Flexibility: Open to supporting North America accounts during flexible working hours, specifically 2 PM - 12 AM, to meet client and business needs.