Sr. Training & Quality Manager

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.

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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