HomeMissouriDirector, Training & Quality
Teleperformance USA

Jefferson City, MO

Director, Training & Quality

Location131 W High St Rm 104, Jefferson City, Missouri 65109
Employment TypeContractor
Date Posted2022-05-07
Direct Apply
Yes
Valid Through2023-07-01

Job Description:

Overview:

This role is targeted for a dynamic, highly energetic and passionate individual responsible for leading the training, development & quality strategy across support teams. You should be comfortable executing on a strategy that is both agile and durable, ensuring best in class practices are implemented consistently to ensure quality knowledge transfer and results to build the future state of training and quality for the organization. We are looking for a learning leader with a creative mindset towards modern learning approaches, a keen understanding of design methodology, developing, and delivering new training programs and initiatives.

Responsibilities:

  • Lead innovative, best-in-class learning solutions that drive the forward strategy to produce a culture of learning that excites and engages on-site & virtual team members

  • Lead a team of direct report Managers, Trainers & Coordinators, who in turn lead functional areas of the departments

  • Build strong partnerships and collaboration with cross functional training leaders to enable consistency in training and quality programs

  • Development, implementation and improvement of contact center day-to-day training & quality assurance operations

  • Develop and maintain adequate staff and training material. Assess training needs of various projects. Oversee and manage all training functions including staff

  • Conduct training needs assessments and oversee the training function

  • Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded

  • Manage, lead, motivate and develop training team members

  • Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment

  • Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered

  • Resolve and respond to training & quality issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation

  • Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly and monthly

  • Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community

  • Incorporates, administers, and monitors operating budget for the training department

  • Thrives as a team player in a fast paced, high energy, change oriented environment

  • Perform other related duties and assignments as required and as assigned

Qualifications:

  • 4 + years of call center training/QA experience required

  • Proven expertise in curriculum design and development and ability to develop and coach team

  • Flexible hours/days are a requirement.

  • Demonstrated leadership capabilities

  • Strong presentation and public-speaking skills

  • Strong verbal, listening, and written communications skills required

  • Excellent attendance history is required.

  • Strong computer skills with working knowledge of Microsoft Office Suite

  • Strong desire to help others learn

  • Understanding of Adult Learning Principles

  • Ability to lead organization wide initiatives

  • Bachelor's degree preferred

Job ID: 5523841125238378619

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