Manager I Training and Quality Call Center Airline Experience

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 Accountabilities

• Develop, establish, and review Quality and Training procedures, standards, and specifications
• Standardize SLAs and assure execution according to customer and operational needs
• Monitor performance through data gathering and create statistical reports
• Investigate causes of quality problems, suggest changes, propose solutions, and execute
• Assure that Team Leads and direct reports obtain and maintain technical and instructional knowledge and skills
• Analyze the department's needs to develop innovative programs or modify and improve existing ones
• Execute periodic round tables with Trainees, Trainers, Quality Agents, Operations, and Clients for process improvements with cost-effective alternatives
• Identify opportunities for automation to improve efficiencies
• Develop and analyze reports for Operation Managers and Clients with the necessary execution plans
• Periodic monitor of Training Instructor performance and effectiveness of training programs
• Regularly collaborates with Clients, Operations, Training Leads, QA Leads, QA Analysts, and Trainers for feedback, updates, and action plans for driving key training projects
• Perform employee development and administrative supervision of Team Leads and direct reports
• Develop the department's scorecard with measurement of demonstrable results
• Proactively removes outliers and potential risks
• Participates and leads in strategic and operational planning sessions for the organization's development
• Looks to reduce waste and increase efficiency
• Applies Six Sigma methodology

Required Skills

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