Sr. Training & Quality Manager

CNX; Cape Town; On-site; ZAR 600,000 - 950,000; Full time

Job summary

CNX is seeking a Senior Training & Quality Manager to lead training and quality initiatives across multiple clients and locations in a fast-paced environment.

You will supervise a team, oversee hiring and performance management, and design courses that meet learner and client goals. This role requires strong communication, project management, and mentorship skills, with flexibility to cover North America accounts during 2 PM–12 AM shifts.

Qualifications

• Bachelor’s degree in a relevant field is required.
• Advanced degrees or professional certifications are considered an advantage.
• Strong written and verbal communication skills.
• Ability to deliver effective presentations to diverse audiences.
• Proven ability to manage projects in a fast-paced, deadline-driven environment.
• Skilled at organizing priorities, meeting timelines, and driving results.
• Demonstrated ability to coach, mentor, and develop team members.
• Prior experience managing functional groups at a senior level within a BPO environment is essential.
• Open to supporting North America accounts during flexible working hours, specifically 2 PM - 12 AM, to meet client and business needs.

Responsibilities

• Lead training and quality initiatives across multiple clients and locations.
• Supervise staff, including hiring, training, and performance management.
• Schedule and design training programs and course agendas.
• Analyze training effectiveness and implement corrective actions.
• Collaborate with Quality Leadership and Account Management to set department goals.
• Recommend policy and procedure improvements aligned with company values.
• Coordinate with Operations and Analytics to integrate quality improvements.

Skills

Leadership

Project management

Mentorship

Client service

Flexibility

Education

Bachelor's degree

Advanced degree or certifications

Job description

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.

Key Responsibilities:

Training Oversight:

• Manage the training of internal and external customers, providing product expertise and facilitating effective conversion mapping.

Supervisory Leadership:

• Lead a team in compliance with organizational policies, handling tasks like hiring, training, and performance management.
• Address complaints and resolve conflicts effectively.

Scheduling & Course Design:

• Coordinate trainer schedules and design course agendas, ensuring content meets learner needs and customer goals.

Continuous Improvement:

• 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.

Stakeholder Collaboration:

• Build strong relationships with key stakeholders, including Quality Leadership and Account Management, to create departmental goals and objectives.

Process Recommendations:

• Suggest modifications to policies and procedures that align with company values and support process management goals.

Quality Integration:

• 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.

Location:

ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000

Language Requirements:

Time Type:

Full time