Quality Assurance/training Manager
hace 2 semanas
About IntouchCX
IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions.
For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
About the Job
We are changing the way people think about customer service, and we need your help
We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients.
Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.
We're looking for a leader who has the vision, experience and passion to contribute to our culture and success of our clients.
As a Quality Assurance / Training Manager, You Will
- Implement comprehensive professional development plans and training programs
- Provide honest and transparent quality assurance coaching to global teams
- Provide direction for new "best in practice" training and professional development initiatives
- Promote an inclusive learning environment, while enhancing positive employee engagement
- Develop costeffective programs with a variety of measures
- Evaluate performance of direct reports
- International Travel is Required
Requirements:
As a Quality Assurance / Training Manager, You Have...
- 3+ years of leadership experience, preferably in the customer service industry
- Postsecondary education preferred
- Excellent verbal & written communication skills
- Strong emotional intelligence
- Leadership problemsolving and analytical skills
- Exceptional organizational and time management skills with the ability to multitask and prioritize
- Understanding of adult learning principles and training methodologies (ILT, eLearning, etc.)
- Strong knowledge of Word, Excel & Powerpoint
- Valid travel documents for international travel
- Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws._
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