Training and Quality Manager

Role & responsibilities

• Managing Training and Quality department
• Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution
• To ensure continuous improvement in the training performance of the process.
• To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements.
• Mentoring and developing skills of training staff.
• Responsible for the delivery of both soft skill, customer service and coaching and feedback delivery training for training and quality staff
• Maintains and verifies that review exercises are conducted for all quality specialists and trainers to identify opportunity areas in transaction monitoring activities/ ongoing floor monitoring
• Vendor Management & conducting reviews from the aspect of training requirements
• Hands on experience of creating modules, training planners for the processes.
• Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with stakeholders
• Report performance and statistics through daily weekly and monthly reports submitted to the stakeholders
• Conducting / attending regular Calibrations and process knowledge tests with team to maintain level of knowledge of the Agents
• Provide analysis on areas of opportunity and action plans to improve performance.
• Being proactive in identifying learning and development needs of the team members/adviso