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Open nowPosted 98 days ago

Training and Quality Assurance Lead

intouchcx269 open roles

Where
Hyderabad, Telangana, India
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Your applicationOpen nowTraining and Quality Assurance Leadintouchcx · Hyderabad, Telangana, India

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on intouchcx's own form.

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 98 days ago

The posting

  About the Job   The Training and Quality Assurance Lead will be responsible for overseeing training initiatives by providing support and supervision, and ensuring production objectives and performance standards are met in accordance with IntouchCX and customer metrics. The ideal candidate will serve an active role in content creation for training policies, manuals, and other educational media to support learning and development initiatives. This role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.   As Training and Quality Assurance Lead, You Will…  

Promote an inclusive learning environment, with a focus on employee engagement and retention

Provide coaching and development based on performance evaluations to direct reports 

Analyze trainee performance and trends

Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

Meet deadlines set by the client for various tasks such as business reviews, reporting obligations and project management 

Demonstrate an understanding of HR and local labor regulations 

Implement comprehensive professional development plans and training programs

Provide direction for new training and professional development initiatives

Uphold existing best practices of the training department, while developing and communicating new procedures as necessary

Read, audit, and analyze technical information for action and analysis

Manage admin and reporting tasks associated with the quality metrics

Assist in providing actionable insights to the Operations team and client

Partner with other support departments to achieve metric goals

Assist in reviewing and maintaining calibration scores among the QA team

Maintain and develop pertinent operational statistics, financial management information, and results reporting

Support Business Development Initiatives and contribute to the design and implementation of client marketing plans

Research any escalated issues thoroughly in order to co-deliver coaching opportunities to representatives with the Team Lead

Report scripting problems or questions from callers to appropriate departments

Distribute client and company related correspondence to all Representatives

Perform other duties related to the role as assigned

  As Training and Quality Assurance Lead, You Have…  

Post-secondary degree or certificate, preferably in Business Management (preferred)

Minimum of 3+ years working in a learning and development function

Must have at least 1-2 years of quality assurance experience

Curriculum development or graphical & informational design experience

Instructional design experience, including production and management of e-learning content

Experience developing and managing training programs and measuring their impact / ROI

Experience in contact center management and training (preferred)

At least one year of experience in a leadership, supervisory, or coaching role

Background in client relationship management and front-line supervisor development 

Availability to work graveyard, weekends, and/or holidays

Willing to work overtime as determined by business needs

Ability to travel internationally as needed 

Proficiency with G Suite and Microsoft Office applications 

Ability to learn and adapt to new systems as required by the role

Resilient attitude and demonstrated adaptability 

Deep passion for collaboration and learning

Recognized for bringing a successful and innovative approach in learning

Engaging and successful communicator, speaker, and facilitator

Strong business acumen and ability to make principled judgment calls

Ability to work with advanced training tools and technology (CRMs, LMS)

Ability to solve problems and offer suggestions in a positive developmental manner

Intermediate knowledge of MS Excel, MS Word and MS Office required

Listen attentively and to use call information to analyze and score calls to ensure compliance with performance metrics

Ability to handle multiple tasks, details, and interruptions, including organizational and time management skills

Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

 

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