The Training and Quality Manager is responsible for leading the design, delivery, and continuous improvement of classroom and virtual training programs to ensure workforce readiness across assigned client accounts.
Requirements
- Assisting with the analysis, scheduling and implementation of all classroom and virtual training in support of assigned client programs
- Supervising and developing Trainers who support their assigned portfolio
- Developing a department of well-trained, competent professionals who continuously improve the organization and themselves
- Conducting Train-the-Trainer sessions
- Creating and maintaining advisor training schedule
- Accountable for achieving the training performance metrics
- Coordinating with the Quality Leadership and Operations on consistency issues
- Ensuring effective, consistent communication with managers, peers, and other resource groups
- Measuring the effectiveness of training programs using various feedback methods
- Managing Transaction Monitoring for clients with multiple programs or lines of businesses within a single site
- Supervising work group, including work assignment and attendance monitoring
- Maintaining accurate metrics of direct reports individual performance as well as overall team level performance
- Evaluating levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
- Developing strong working relationships with key Business stakeholders, internal and external
- Overseeing audits of key support processes within each account and recommends changes
Benefits
- Competitive salary
- Benefits package
- Opportunities for career growth and development
