• Proactively solicit and provide feedback by being honest and transparent
• Plan, develop and implement comprehensive professional development and training plans
• Promote an inclusive learning environment and facilitate staff meetings
• Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
• Provide coaching to global staff in quality assurance and training to support superior performance
• Responsible for the effective selection, development, supervision, evaluation and training of direct reports
• Perform routine audits and track call performance
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
• Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
• Assign and monitor workload and performance of Trainers and Quality Analysts
• Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
• Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
• Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate
• Work with client and Operations Manager to perform corrective action
• Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy
  
  

• 3+ years of leadership experience, preferably in the customer service industry
• Post-secondary education preferred
• Demonstrated, progressive leadership and management skills, preferably in a contact center environment
• Experience leading teams in a global capacity
• Experience working in a fast paced environment across multiple locations globally
• Strong verbal and written communication skills
• Exceptional organizational and time management skills – must be able to multitask and prioritize
• Superior analytical skills, problem solving and decision making skills
• Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
• Understanding of continuous improvement plans
• Good understanding of business acumen
• Independent thinker
• Excellent presentation skills

Please refer to job description.