Training and QA Coordinator for Call Center

hace 2 semanas


Cholula de Rivadavia, México ITERUM CONNECTIONS MEXICO SA DE CV A tiempo completo

The Training and Quality Manager to oversee the training and quality assurance aspects of Puebla´s operations. This individual will be responsible for ensuring that all employees are proficient in their roles and that the quality of service meets the organization's high standards. The manager will establish strategic training initiatives and quality control protocols, making certain that the company not only achieves but exceeds its performance and customer satisfaction goals. The primary objective for the Training and Quality Supervisor is to lead the development and implementation of comprehensive training programs while also setting and enforcing quality standards across the operations. This role demands a proactive approach to the continuous improvement of training methods and quality assurance processes, contributing to the sustained growth and excellence of the company.

Essential Functions:
Training Manager responsibilities include but are not limited by the ones described as follows.
- Develop and maintain an effective training curriculum tailored for various roles within the operations.
- Implement quality assurance programs that align with customer service standards and company objectives.
- Conduct regular training sessions and workshops for employees at all levels, ensuring consistency in service delivery.
- Monitor and evaluate the effectiveness of training and quality programs, making data-driven adjustments as needed.
- Lead a team of trainers and quality analysts, fostering a culture of professional development and continuous improvement.
- Collaborate with department heads to identify areas for quality enhancement and skill development.
- Oversee the management of the company's Learning Management System (LMS), ensuring it is utilized effectively and is up to date with relevant content.
- Prepare and manage the budget for training and quality assurance activities.
- Provide regular reports to senior management on training outcomes and quality metrics.
- Designing, revamping, and administering Training programs.
- Identifying training needs and providing recommendations on programs and activities.
- Guiding managers and supervisors in developing professional skills.
- Providing expertise in development design and ensuring implementation through multi-site programs.
- Give recommendations for process improvements based on the customer experience and feedback.
- Conduct presentation & business reviews as applicable.
- Keep track of all classes to report on new hire evolution and speed to proficiency.
- TTT certification of new onboarded trainers.
- Support operation´s needs as required.
- Develop monthly reports showing inspection and audit performance and improvement opportunities.
- Conduct meetings regularly with inspection and audit team to help consistency in teamwork.
- Ownership of customers satisfaction.
- Support development initiatives and identify and manage gaps in staff members.
- Plan and ensure all training needs are covered, example: booking of rooms, assignment of new hire classes, classes admin requirements, etc.
- Actively participate in hiring, interviewing, onboarding, and dismissal of support resources.
- Any other duties, responsibilities and/ or activities may change or new ones may be assigned at any time with or without notice.

Tipo de puesto: Tiempo completo

Sueldo: $30,000.00 - $40,000.00 al mes

Horario:

- Lunes a viernes
- Turno de 8 horas

Prestaciones:

- Descuentos y precios preferenciales
- Opción a contrato indefinido
- Seguro de gastos médicos mayores
- Seguro de vida
- Vales de despensa

Tipos de compensaciones:

- Bono de productividad

Experiência:

- Trainer en Call center: 2 años (Deseable)
- QA: 1 año (Deseable)

Idioma:

- Inglés (Obligatorio)

Ubicación:

- 72768, Cholula de Rivadavia, Pue. (Deseable)

Lugar de trabajo: Empleo presencial

Fecha límite para postularse: 08/06/2024
Fecha de inicio prevista: 15/06/2024


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