To manage, oversee, design training and quality processes and methodologies which can help improve performance of the team
The day-to-day activities:
Plan and execute the Regional training strategies as outlined by the Regional TQA Head at a per country level;
Be in-charge of allocating training and quality resources per country to ensure that enablement and quality initiatives are delivered on a timely manner;
Lead the in-country training and quality work streams and is accountable in ensuring overall end-to-end delivery of initiatives are executed and completed by the Training an Quality Executives - which includes new hire training, recursive training, performance improvement enablement programs, audits of voice and non-voice audits as prescribed, coaching and providing feedback to the Customer Experience agents;
Track training and quality initiative results, and reports progress to the Regional TQA head;
Ensure that the Training and Quality Executives are provided feedback and development in delivering their tasks, while referencing the set Objectives & Key Results (OKRs), and provides recommendations on their performance;
Attends Weekly, Monthly, Quarterly and Yearly meetings as assigned by the Regional TQA Manager.
QUALIFICATIONS
At least 5 years of experience in the customer service industry - preferably in a Contact Center;
Good exposure and understanding of end-to-end enablement methodologies to improve organizational competency benchmark;
Good understanding of Quality Management Systems in a call center setting;
Strong abilities in people management and development;
Intermediate exposure to training needs analysis, curriculum design preferably in a customer service organization;
Strong communication and interpersonal skills;
Strong organizational skills;
Good exposure to critical problem solving and root cause analysis methodologies preferably in a customer service organization;
Strong ability to utilize MS PowerPoint, or similar platforms in creating Instructional Design materials as a learning medium;
Strong ability to utilize MS Excel and similar platforms to put together and analyze relevant data in presenting the business’ current state, while recommending mitigating or improvement plans based on targeted end state;
Strong ability to provide coaching and developmental plans based on behavioral root causes that affect OKRs;
At least 1 to 2 years of experience in the same capacity; preferably in the Contact Center industry (For External Candidates)
