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Training and Quality Lead Dublin

Training and Quality Lead Dublin 75k€ - 85k€


The Company

Multinational Corporation (MNC) IT Consultancy with offices in 33 countries and a turnover of $6.1 billion.
The role
Head all training and quality related communication for internal and external clients. Manage Contact Centre training and quality functions along with client & internal stakeholder management.
Key Responsibilities
- Support Contact Centre management team with new programs, program development, implementation and maintenance
- Utilise creative and innovative methods to ensure that the level of training provided is as per client satisfaction.
- Create training modules to carry out content training to ensure no gaps within delivery and to reflect to potential clients the ability to carry out significant amount of preparatory training within the system.
- Build up strong organisation structure and work on development of training and quality managers.
- Develop the vision and strategy to convert existing training and quality into a best of class model
- Manage Quality Team KPIs
- Internal audits of quality files to ensure policy and procedure compliance
- Track quality certification completion and conduct coaching observations
- Participate in on-site client review meetings including the development of training programs
- Consult with operations, recruiting and quality to determine training needs, procedural updates, trainee performance
- Analyse CSAT related data to discern trends and develop actions plans that balance Voice of the Customer and targets.
- Oversee work schedules for quality assurance and training teams.
- Manage training regional training calendars to maximise resource utilisation
- Coordinate leadership development to schedule Manager training and track development training
- Composition and delivery of MBRs and QBRs focused on TQA
- Coaching training and certification.
- Study the industry to inject better process/practices to drive stronger sales/Retention/CSAT results
- Manage multiple programs across multiple locations
The successful candidate
- Experience of managing a training department in a fairly large contact centre / BPO set up
- An action oriented leader
- Proven experience in creating training modules from scratch to deliver domain/ products
- Extensive experience (15+years) in a call centre environment, including quality and training management.
- Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills
- Willing to travel
- Strong team management experience
- Strong communication & good interpersonal skills.
- Bachelor’s degree / Master’s Degree with relevant work experience in Training & Quality.

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