Training&Quality Manager

Together with our client - a world-known company - we are building a new contact center! We invite you to explore an offer that will provide you with growth!

If you have experience inassisting with the analysis, scheduling and implementation of all training for both new hires and the existing team, let us get to know you and apply!

What we expect

• experience in work in contact center experience min. 3 years,
• experience in management min. 3 years,
• fluent communication in English (min. C1),
• ability to comprehend, analyze, and interpret,
• solid understanding of the organization's business operations and industry,
• demonstrated ability to foster customer service disposition and sense of professionalism for self and team,
• ability to take initiative and ownership with focus on continuous improvement,
• ability to mentor, coach and provide direction to a team of employees,lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment,
• advanced Microsoft Office skills.

Employment agency entry number 47

this job offer is intended for people over 18 years of age

What we offer

• stable employment in an international, growing company,
• benefits package,
• opportunity for professional development,
• building and training growing structures of the company,
• modern office in attractive location in Warsaw.

Your tasks

• supervise work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work groups in accordance with the organization’s policies,
• conduct or coordinate Train-the-Trainer sessions to prepare and to support the development of Training and Quality staff, to be well-trained, competent professionals who continuously improve the organization and themselves,
• own administration of applicable certification and training processes for staff up to and including internal and client requirements,
• create and maintain consultant training schedule,
• coordinate the maintenance and development of training workbooks and other training tools used by the Training organization,
• maintain accurate metrics of direct reports individual performance, as well as overall team level performance,
• evaluate consistency and accuracy among trainers through observation and analysis of class evaluations,
• ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate,
• conduct coaching and development sessions with team members to drive continuous improvement.
• accountable for achieving the training performance metrics incl. creating proactively action plans. Using the training and quality monitoring tools efficiently and self-reliantly,
• ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day formal interaction with clients incl. business reviews.
• lead Training and Quality task forces / action plans with business stakeholders,
• conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans.