Solo Quedan 24h! Manager I Training And Quality Call Center Airline Experience (Lima)...

The Training & Quality Manager is responsible for managing and facilitating the performance and deliverables of a client-specific Training and Quality team to exceed the expectations of the company and clients. This will be achieved through continuous improvement of effective and efficient operational delivery and end-user satisfaction.Key AccountabilitiesDevelop, establish, and review Quality and Training procedures, standards, and specificationsStandardize SLAs and assure execution according to customer and operational needsMonitor performance through data gathering and create statistical reportsInvestigate causes of quality problems, suggest changes, propose solutions, and executeAssure that Team Leads and direct reports obtain and maintain technical and instructional knowledge and skillsAnalyze the department's needs to develop innovative programs or modify and improve existing onesExecute periodic round tables with Trainees, Trainers, Quality Agents, Operations, and Clients for process improvements with cost-effective alternativesIdentify opportunities for automation to improve efficienciesDevelop and analyze reports for Operation Managers and Clients with the necessary execution plansPeriodic monitor of Training Instructor performance and effectiveness of training programsRegularly collaborates with Clients, Operations, Training Leads, QA Leads, QA Analysts, and Trainers for feedback, updates, and action plans for driving key training projectsPerform employee development and administrative supervision of Team Leads and direct reportsDevelop the department's scorecard with measurement of demonstrable resultsProactively removes outliers and potential risksParticipates and leads in strategic and operational planning sessions for the organization's developmentLooks to reduce waste and increase efficiencyApplies Six Sigma methodologyRequired SkillsBachelor's degree preferredStrong communication skills, both written and verbalProficient in Microsoft OfficeAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverablesAbility to mentor, coach, and provide direction to a team of employeesSelf-starter, sense of urgency, and works well under pressureAbility to foster a sense of professionalism and relationship building for self and teamResults and detail-orientedStrong data analysis and self-driven individualStrong problem-solving and critical thinking skillsAbility to present complex information to a variety of audiences / Strong teamworkAbility to create important level presentations for clients #J-

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