Training and Quality Assurance Lead
About the Job
The Training and Quality Assurance Lead will be responsible for overseeing training initiatives by providing support and supervision, and ensuring production objectives and performance standards are met in accordance with IntouchCX and customer metrics. The ideal candidate will serve an active role in content creation for training policies, manuals, and other educational media to support learning and development initiatives. This role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.
As Training and Quality Assurance Lead, You Will…
Promote an inclusive learning environment, with a focus on employee engagement and retention
Provide coaching and development based on performance evaluations to direct reports
Analyze trainee performance and trends
Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program
Meet deadlines set by the client for various tasks such as business reviews, reporting obligations and project management
Demonstrate an understanding of HR and local labor regulations
Implement comprehensive professional development plans and training programs
Provide direction for new training and professional development initiatives
Uphold existing best practices of the training department, while developing and communicating new procedures as necessary
Read, audit, and analyze technical information for action and analysis
Manage admin and reporting tasks associated with the quality metrics
Assist in providing actionable insights to the Operations team and client
Partner with other support departments to achieve metric goals
Assist in reviewing and maintaining calibration scores among the QA team
Maintain and develop pertinent operational statistics, financial management information, and results reporting
Support Business Development Initiatives and contribute to the design and implementation of client marketing plans
Research any escalated issues thoroughly in order to co-deliver coaching opportunities to representatives with the Team Lead
Report scripting problems or questions from callers to appropriate departments
Distribute client and company related correspondence to all Representatives
Perform other duties related to the role as assigned
As Training and Quality Assurance Lead, You Have…
Post-secondary degree or certificate, preferably in Business Management (preferred)
Minimum of 3+ years working in a learning and development function
Must have at least 1-2 years of quality assurance experience
Curriculum development or graphical & informational design experience
Instructional design experience, including production and management of e-learning content
Experience developing and managing training programs and measuring their impact / ROI
Experience in contact center management and training (preferred)
At least one year of experience in a leadership, supervisory, or coaching role
Background in client relationship management and front-line supervisor development
Availability to work graveyard, weekends, and/or holidays
Willing to work overtime as determined by business needs
Ability to travel internationally as needed
Proficiency with G Suite and Microsoft Office applications
Ability to learn and adapt to new systems as required by the role
Resilient attitude and demonstrated adaptability
Deep passion for collaboration and learning
Recognized for bringing a successful and innovative approach in learning
Engaging and successful communicator, speaker, and facilitator
Strong business acumen and ability to make principled judgment calls
Ability to work with advanced training tools and technology (CRMs, LMS)
Ability to solve problems and offer suggestions in a positive developmental manner
Intermediate knowledge of MS Excel, MS Word and MS Office required
Listen attentively and to use call information to analyze and score calls to ensure compliance with performance metrics
Ability to handle multiple tasks, details, and interruptions, including organizational and time management skills
Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds