Training & Quality Manager

Voxpro

Cork

Training & Quality Manager. Voxpro powered by TELUS International partners with disruptive innovators to lead them on the journey to beautiful customer operations. As our partners scale and evolve, we engineer the world's best customer experiences, optimising their ability to compete, grow and conquer. Role Description: To actively manage, lead, motivate and develop a team of Training and Quality leads. Focus of the role is on leading, planning, coaching, managing performance, allocation of work and motivating the team to ensure we are delivering the best customer experience to our clients users. You will be involved in developing systems, processes and team members to achieve client set KPI's. Job responsibilities include: Monitor and report on team performance to the Operations/Group Manager on a daily/weekly/monthly basis, maintain appropriate records as required. Ensure the team deliver on all Client requirements (Quality reviews, Training etc. Collaborate with the team managers and agents to identify training and performance requirements. Evaluating the effectiveness of training programmes and learning outcomes and making adjustments accordingly. Attend and present at Business Reviews. Manage and oversee quality test scoring for Recruitment to ensure all tests are scored in a timely manner. Oversee New Starter and Refresher Training and Quality reviews for all agents. Plan and Coordinate training room bookings for all training. Provide timely 1-2-1 Monthly Reviews for Training and Quality team. Provide Support, Coaching and Leadership to the team at all times. Facilitate Training sessions and Quality Reviews when required. Liaise with Team Managers sharing TQL feedback on a regular basis. Develop TQL team for Succession Planning through Training/Development. Develop on Policy and Processes to improve operational KPI's. Time and attendance management for TQL team. Support interview process for TQL team recruitment. Liaise with HR BP for any people management related HR issues. Encourage openness and transparency. Encourage, Support and provide Empathy. Promote Respect for Equality and Diversity at all times. Show Proactive and Reactive skills on a day to day basis. Skills, experience, qualifications and attributes required: Minimum 2 years experience in Training, Quality and/or contact centre management required. Knowledge on training theory essential. Experience in a fast paced environment. Strong multi-tasking with excellent time management skills. Proven track record in achieving service levels. Strong presentation skills essential. Key Competencies: Respect for Equality and Diversity. Commercial and business acumen. Integrity, Values and ethos. Customer focus with excellent communication skills. Teamwork with Coaching & Mentoring skills. Creativity and Innovation. Results orientated. Organising and planning. Problem solving and Decision Making abilities. Openness and resilience to Change. Proven record of Leadership & Motivating teams. This job originally appeared on RecruitIreland.com.

2222 days ago