Senior Training & Quality Manager - Cape Town at Webhelp SA

What you will do in this role

• Overseeing the management and implementation of necessary Quality Frameworks and Structures for all customer contacts across managed accounts - ensuring consistency and alignment of approach
• Line management of Training & Quality Manager(s)
• Directing and supporting team with implementation of business Quality Model on new & existing accounts
• Ensuring that regular coaching, management development training and observations have taken place
• Ensuring team adherence to best practice Quality model and approach through regular review and appropriate governance/checks & balances in play
• Performing risk analysis, mitigating business and customer exposure
• Ensuring that stakeholder requirements are identified, delivered and met within agreed time frames
• Leading Training & Quality performance update & action plan at operational/client governance meetings such as MBR, QBR, client engagement sessions

Your qualifications

Concentrix + Webhelp is a great match if you have:

• The ability to work USA working hours 
• Strong interpersonal skills with the ability to engage with & positively influence stakeholders at all levels across our business and clients
• A minimum of 2 years’ experience as a Quality/Training Manager, leading and inspiring a team with relevant people management experience across multiple accounts, work streams and locations
• Advanced MS Office skills. Lean Six Sigma certified, mandate Green Belt, preferred Black Belt
• Knowledge of ISO9001 standards
• Confident producing insightful TNAs and TNIs and presenting at senior management level
• In-depth knowledge of Content Moderation methodology and different Sampling approaches in the industry
• In-depth knowledge and experience of Training assessment and evaluation methods
• Experience of working with variety of Quality frameworks and processes including design & implementation of Learning and Development framework
• A track record of driving performance improvements via actionable Training & Quality insights
• A strong background of applied coaching methodology for both deductive and inductive purposes