Training & Quality Manager
Training and Quality Managers (TQM) supervise the operational and fiscal activities of the Training and Quality department.
TQMs ensure direct reports meet targets, goals, and deliverables supporting operations and account-wide call Training and Quality metrics for each line of business.
Utilize systems and procedures to improve the operating quality and efficiency of the Training and QA department. Responsible to oversee all aspects of the delivery of Training and Quality related services keeping operations informed and engaged regarding training gaps and sharing best practices.
Coordinate and calibrate with peer groups to deliver client facing items. Manage the staff in accordance with company policies, procedures, and client Training and Quality metrics ensuring all direct reports and teams are meeting contractual and program expectations.
Collaborate with operations partners as needed to ensure contractual expectations are met timely. Work daily to improve processes and performance that enhance bottom line results through meetings, calibration and training strategies with client and business partners.
Training and QA Managers are responsible for team engagement, leadership, performance management, coaching, talent development, activities may include auditing trainers, qa specialists and performance researches with leadership.
They adhere to TTEC key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Training and QA Managers create and maintain a positive work environment by remaining flexible to the business and client needs.
Key Performance Objectives
1. Achieve 100% of Training and Quality goals per client contract.
2. Manage day-to-day Training and Quality operations and deliverables.
3. Improve the key success metrics associated with Training and Quality department.
4. Actively manage the staff, support, motivate and retain an outstanding Training and QA team.
5. Manage the communication.
6. Escalate system level issues to the appropriate systems / IT support / vendor team / client.
7. Ensure compliance with TTEC’s processes, tools, and system changes.
8. Ensure delivery of analysis as needed
9. Attend and facilitate client and operations facing meetings
10. Prepare and participate on WBR / MBR / QBR
11. Assist on preparation of QBR deck and adhoc emergency items
Must have managerial experience in a similar role
Strong understanding of TTEC’s business, core values, and goals
Strong verbal and written communication skills
Ability to manage multiple, complex, on-going tasks and projects
Ability to lead and partner successfully with staff and chain of command
Proficient English, both written and verbal
Great interpersonal skills
Strong attention to detail
Open, honest, and empathetic manner when dealing with people
Strong attention to detail and desire to follow procedures
High customer service orientation
Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
Highly proficient at : Excel and Power Point creation
Root Cause Analysis Experience Required
High level of integrity, honesty, and judgment
Strong coaching skills
Strong Analytical and Reporting skills
Strong Client Facing Experience
Attend Booking.com NH training including certification
Call center experience
Six Sigma (Yellow belt or working to achieve)
Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand w Act as One w Live life Passionately
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