Training and QA Manager

Description

We are looking for an experienced training and development manager to devise our customer service team training strategy, oversee its implementation and assess its outcomes. Our ideal candidate has experience with various training methods, including on-the-job coaching, mentorship programs and e-learning. Also needs to fulfill the needs of a fast-growing company by constantly refining our Quality Assurance (QA) processes. We are looking for someone with a history of success in the QA & Training field.

Requirements

- Proven work experience as a training manager
-Track record in designing and executing successful training programs
- Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
- Excellent communication and leadership skills
- You have at least one or two years of QA leadership experience – ideally in a call center or similar service related industry
- You have exceptional organizational skills and attention to detail


Responsibilities

- Draw training programs that addresses needs and expectations
- Deploy a wide variety of training methods
- Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
- Resolve any specific problems and tailor training programs as necessary
- Evaluating and reporting QA results for each Customer Service team
- Working with management to provide employee feedback and training based on QA results