o Evaluates and recommends necessary staffing support to operate the Training and QA business units
o Provides on the job training to core team members
oContinually evaluates and offers recommendations in order to improve performance.
o Manages, develops and provides effective feedback to staff
o Plans, organizes and manages training programs
o Interfaces with client and / or account management teams to determine training requirements, customer confidence and satisfaction levels
o Provides feedback regarding customer issues or concerns with documentation, or training requirements
o Establishes and maintain a network of alliances, training society’s and vendors to identify alternate training design and delivery mechanisms
o Communicates and works with all internal departments to accomplish project goals
o Ensures QA metrics and ratios are maintained
o Collects data using various types of methodologies employee surveys, interviews, focus groups, call monitoring sessions
o Determines gaps in employee proficiency levels
o Analyzes and identifies all resources such as vendors for new solutions, training materials, methods, techniques and makes recommendations for use
o Designs training sessions
o Develops and organizes concise training content utilizing appropriate methodologies
o Develops and revises development schedules to meet business needs and ensure availability of appropriate resources
o The incumbent directs all aspects of the coordination of training and QA Monitoring.Teaming directly with the Operation Management to ensure an effective schedule is established based on allocation of resources, budgeting and course offerings.
o Sample and evaluate end-user transactions (i.e. telephone calls, e-mails, web, fulfillment, etc) for accuracy and conformance to Quality standards.