Senior Training & Quality Manager at TTEC

What You’ll be Doing

• This role is ideal for an energetic and enthusiastic professional manager with a leadership flair and ability to drive and motivate others. This role leads the development and implementation of improvement plans for the individual(s), team(s) and site(s) under their umbrella of responsibility together with the local operational leadership teams. They do this based on data & learning needs analysis aimed at ensuring the right quality of service is achieved and remains consistent for our customers worldwide.
• You are responsible for direct management of a team of Customer Service Learning and Quality experts, with a strong and proven track record of driving and managing performance in the Quality and Learning field.
• This role is ideal for a self- motivated, energetic and enthusiastic Learning & Development leader with a passion for customer service. They have a proven ability to lead a team of learning and quality experts who are able to identify learning needs or performance opportunities, work in collaboration with a management team to build towards concrete performance objectives, as well as train and coach others.

Responsibilities

• Drive site performance ⇒Partner and consult with the site operational leadership team to conduct a quantitative & qualitative analysis (holistically) of site / regional performance. Be accountable for creating and driving appropriate action plans with key stakeholders
• Quality solutions or plans to improve performance & close learning or knowledge gaps ⇒Looking holistically at the site KPI/indicators and understand the value-add/contribution T&Q (root-cause, deep-dive, collaborating with key leadership team and support staff).
• Develop Learning & Quality team Members - Observation team members’ performance provide feedback and coach individuals to grow and develop, succession planning, development opportunities, coaching, feedback
• Drive execution of Quality Operating Model & Standards - Responsible for strategy and calibration indicators (Attendance and Accuracy for now while others may be added);
• Performance of agents’ first 90 days - Provide Recruitment feedback on New Hire fit for hire with local recruitment. Accountability towards New Hire development during New Hire cycle
• Training Planning ⇒Assign resources to the training duties onsite and ensure it’s being managed properly and work with scheduling and Facilities for appropriate resource requirements

Desired Skills and Experience

• Minimum 1 year call center or equivalent work experience 
• Possess excellent written and spoken English communication skills, with outstanding interpersonal and organizational skills and the ability to work independently, as well as extremely team-focused; supports team and peer decisions and has meticulous attention to detail
• To be the change ambassador, with the ability to drive change by owning the measuring of the adoption of change, showing flexibility and adapting to the dynamic Customer Service environment
• Receptive to feedback, takes directions and is aware of development areas with an ability to own your own development and with a growth mindset
• Ability to facilitate quality calibrations in a face to face and virtual environment, with peer group and global stakeholders and to partner with the global learning team to provide input, review  created materials, and support delivery of workshops
• Ability to adopt a consultative approach with stakeholders and conduct deep dives as part of overall root cause  problem solving, analyze and create report on outcomes
• Ability to use the Learning Management System for basic learning activities e.g. ability to pull and analyze reports, upload content, create learning courses

What You'll Bring

• Demonstrate an understanding of facilitation and questioning techniques
• Good understanding of adult learning principles and learning styles and of learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
• Proven experience in improving performance through a Quality Management Tool, and / or experience working with call centre quality programs
• Good understanding of the Customer Service business or similar environment and Customer Service outcome oriented
• Available full time and flexible in both schedule and tasks based  on local needs
• Experience of data analysis / root cause problem solving methodology / change management methodologies / project management methodology / facilitating a quality calibration process