About this role
Job Title: Sr. Training & Quality Manager Job Description Exciting Opportunity: Senior Training & Quality Manager 🌟
Join our dynamic team as a Senior Training & Quality Manager, where you'll lead the charge in enhancing our Training and Quality functions across multiple clients, programs, and locations.
The Senior Training & Quality Manager acts as a key strategic partner to senior operational and client stakeholders, leveraging performance data, insights, and best-practice methodologies to enhance customer experience, employee capability, operational consistency, and overall business outcomes. Key Responsibilities:
Training Oversight:
• Manage the training of internal and external customers, providing product expertise and facilitating effective conversion mapping.
Supervisory Leadership:
• Lead a team in compliance with organizational policies, handling tasks like hiring, training, and performance management. • Address complaints and resolve conflicts effectively.
Scheduling & Course Design:
• Coordinate trainer schedules and design course agendas, ensuring content meets learner needs and customer goals.
Continuous Improvement:
• Analyze training effectiveness through class attendance and evaluations, implementing corrective actions as needed. • Conduct internal training sessions to keep staff up-to-date on product knowledge.
Stakeholder Collaboration:
• Build strong relationships with key stakeholders, including Quality Leadership and Account Management, to create departmental goals and objectives.
Process Recommendations:
• Suggest modifications to policies and procedures that align with company values and support process management goals.
Quality Integration:
• Work closely with other departments like Operations and Analytics to ensure seamless quality initiatives across the organization.
Essential Skills & Qualifications
Education
• Bachelor’s degree in a relevant field is required. • Advanced degrees or professional certifications are considered an advantage.
Exceptional Communication
• Strong written and verbal communication skills. • Ability to deliver effective presentations to diverse audiences.
Project Management Expertise
• Proven ability to manage projects in a fast-paced, deadline-driven environment. • Skilled at organizing priorities, meeting timelines, and driving results.
Mentorship Capabilities
• Demonstrated ability to coach, mentor, and develop team members. • Focused on supporting individual and team performance at a high level.
BPO Experience
• Prior experience managing functional groups at a senior level within a BPO environment is essential. • Strong understanding of operational leadership and client service delivery.
Flexibility
• Open to supporting North America accounts during flexible working hours, specifically 2 PM – 12 AM, to meet client and business needs.
Location: ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000 Language Requirements:
Time Type: Full time