Quality and Training Manager
Outcess Solutions Nigeria Limited - Lagos
Posted: Jun 12th, 2018
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Responsibilities
A top business process outsourcing company urgently requires the services of experienced and qualified candidates to fill the position of Quality and Training Manager.
Department: Training & Quality
Sub-department: Quality & Training Department
Units: Training & Quality
Reports to: CEO
Objectives
The Training and Quality Manager is responsible for leading the planning and execution of quality monitoring and performance management delivery across Contact Centre operations in order to meet all customer-affecting, business and compliance obligations. Must ensure zero defect philosophy by developing quality assurance programs and plans, monitoring team performance against established programs and plans, and providing remediation recommendations to address performance gaps. Must also develop standards, policies, procedures, job aids and training for new and existing programs.
Core Functions
- Ensure KPIs are met by liaising, managing and driving performance in line with required business goals and objectives specifically regarding quality delivery and training and development
- Responsible for promoting quality achievement and performance improvement across the CC LOBs
- Tracks/Analyses data and develop methods to monitor/ improve overall call quality results centre wise
- Recommend changes to improve efficiency and effectiveness based on review of operational statistics; reports to functional and/or organization management on team accomplishments, achievements and productivity; and will keep apprised of developments in the field of expertise to ensure currency
- Monitor contract compliance with Client to ensure that performance metrics outlined in the contract are being met and would report QA issues to the Head, CC Operations as it relates to the contractual requirements
- Implement critical process strategies based on outcome/feedback from audits across all CC LOBs
- Develop training plans in accordance with organizational goals, the Training & QA Manager will work with CC management in identifying and analyzing problems; plans tasks and solutions, and will provide guidance to the management team on development, performance, and productivity issues. Monitor and log employee performance problems as may be required by the CC Operations
- Interface with the functional heads within the organizations to develop specifications for content of courses, develop and approve content, methods and materials for training staff and prepare lesson plans including the method, media and documentation to be presented
- Interact with stakeholders at all levels both internally and externally
- Assess current and future requirements and create the training programs and courses accordingly
- Works cross-functionally to solve problems and implement change
- Write and revise Quality Systems SOPs as necessary to maintain compliance Quality in daily operations, as needed
- Ensure Training and Quality Assurance staff development and career progression
- Perform every other task as may be assigned
| Minimum: B.Sc/B.A Experience: 7-10 year(s) |
Location: Lagos Job Type: Permanent |
Salary: Negotiable Expires: 27-07-2018 |
General Requirements
- Proven work experience as a Training and Quality Manager (7-10 Years)
- 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
- Ability to plan, multi-task and manage time effectively
- Strong writing and record keeping ability for reports and training manuals
- Good computer and database skills
- BS degree in education, human resources or relevant field
- Quality managers must have proven ability to lead a diverse team of technicians.
- Excellent communication skills and the ability to work well with people at all levels are essential
- Must have strong organizational, analytical, problem solving, and management skills. Experience with MS-Office (especially Excel, Word) is needed.
- Project management experience is a plus
