Training & Quality Manager

**_TripleTen_**_ is a service that empowers individuals, regardless of their prior experience, to embark on the exciting and challenging journey of mastering tech professions. Our bootcamps focus on training students in software engineering, data science, business intelligence analytics, and QA engineering in a feasible and accessible way, ultimately leading them to thrive in a new career._
- Our mission is to ensure that every student has the opportunity to successfully master a new profession, find their purpose, and become a valuable member of the tech industry._
- TripleTen is a remote first organization mirroring our students who complete our bootcamps in a remote environment._

**Position Overview**

We are seeking a highly motivated and experienced Quality and Training Manager to join our team. The Quality and Training Manager will play a key role in ensuring the success of our student-facing roles (Success Managers, Tutors, Instructors, Reviewers) by developing and delivering comprehensive training programs, monitoring the quality of their work, providing feedback and coaching, optimizing processes through automation where applicable.

This is a role for an experienced trainer and learning designer with outstanding organisational skills and mastered ability to facilitate group online trainings. You need to be well versed in tech software used for remote collaboration and training. You will be a big part of the team and a mascot for the team culture and work attitudes which we want to see reflected in each one of our teammates. Through your enthusiasm and skills, you will work on developing the skillset of our team and making sure our students receive the product of the highest quality.

**Main Metrics**:

- Average Customer Satisfaction Index for student-facing roles (Success Managers, Tutors, Instructors, Reviewers)
- Quality compliance metrics based on scripts, tone of voice guidelines

**Main Challenges**:
We have a growing team who are working with students directly throughout their studies. Right now, we’re developing scripts and quality guidelines for typical interactions, setting up main quality metrics for each student-facing role. You will need to jump in and take the lead in building the high-quality baseline of our communications with students.

**Requirements**:

- You have 2-3 years of proven experience in designing and conducting group trainings.
- Your are exceptional at facilitating online meetings, creating effective meeting structure for remote teams, having a good sense of participant’s level of engagement.
- You have excellent communication, collaboration, and leadership skills; you are an enthusiastic and highly-motivated person.
- You believe in the importance of measuring your impact and working towards clear results, and can refer to cases in your past work that prove that.
- Your level of English is C1 at least.

**Advantages**:

- You have ICF certificate in coaching.
- You have experience working with client-facing teams (sales, customer service).
- You worked in education or edtech before, or have been a student yourself in online programs.
- You are careful and organised when it comes to dealing with information.

What you will do:
**Training**
- Develop and implement comprehensive training programs, covering topics such as product knowledge, customer service skills, coaching and motivation, negotiation skills.
- Design engaging and interactive online training modules and workshops using a variety of media and instructional techniques.

**Onboarding**
- Lead the onboarding process for new teammates, ensuring they have the necessary tools, resources, skills, and knowledge to succeed in their roles.
- Conduct orientation sessions to familiarize new hires with company policies, procedures, and culture.

**Developing internal documentation**
- Align all the knowledge databases we have right now, organise them in an efficient way and update them regularly.

**Assessment**
- Conduct regular assessments for different formats of communication (written / verbal, group / individual).
- Report to team leads on the overall quality of their team’s communication and skillset, provide your feedback and observations on team’s participation in trainings.
- Set up and improve automated AI assessment tools.

**Analysis and improvement**
- Evaluate the effectiveness of your trainings and onboarding, track changes in metrics and skills, report on the results of your work to key stakeholders.
- Collect quality feedback from participants and team leads to continuously improve the trainings, onboarding and internal knowledge databases.

What we can offer you:

- Full time remote collaboration in a contract role.
- Up to 1500 - 2500 USD per month, based on experience.
- A comfortable digital office. We use modern digital tools— Miro, Notion, Google Meet, etc.— to make the process of working together seamless.
- Diverse and tight-knit team which is spread out across Serbia, US, LatAm,