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TRAINING AND QUALITY MANAGER
Company:RIGNEY DOLPHIN RECRUITMENT |
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Job Reference Number |
14562824 |
Client ID: |
RI/RIGNEY DOLPHIN |
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Posted On: |
Jan 27 2012 |
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Location: |
WATERFORD |
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Job Type: |
Permanent |
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Salary: |
DOE |
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The role will be responsible for the leadership and management of the Training and Quality functions across Rigneydolphin’s call centre operations in Waterford and Derry. There is flexibility in location of this position, as the role can be based in either Dublin or Waterford. There will be travel required nationally to support site based teams including client sites.
As a member of the Management team, reporting to the Training and HR Director, the Training and Quality Manager will have responsibility for achieving Quality and Training Performance Indicators across all sales and customer service queues in addition to planning areas of improvement or development.
The Manager will have responsibility for Leadership development across the organisation ensuring the development of our People Managers and their leadership capability.
The Manager will liaise directly with the internal client leads for the businesses for which they provide services and directly with client contacts in relation to the delivery of Training and Quality initiatives and services.
Responsibilities include:
General:
· Develop a training and quality strategy for implementation across all client services
· Lead the Training and Quality teams in the development and delivery of the training and quality strategy and associated initiatives in line with performance standards across all client services.
· Deliver training and quality services in line with budget
Training and development:
· Through close collaboration with external and internal clients drive a continuous improvement culture through ongoing measurement and the design and delivery of tailored training solutions.
· Develop the training function to provide a framework for designing, developing, implementing and measuring training solutions across all Call Centre client services.
· Develop training manuals, tools, visual aids, and other training materials in line with the changing needs of the business and our clients
· Take a leadership role in development of training solutions through technology
· Plan, direct and supervise the work activities of the training team utilising Trainers and Product Specialists in training design and delivery
· Develop the existing Knowledge Management framework
· Deliver train the trainer module to Product Specialists, Trainers etc
· Develop and implement the annual training plan
· Take a leadership role in the development and design of all training as part of the on-boarding process for new clients
· Create and analyse training and quality reporting to support business needs and initiatives.
· Provide recommendation and resources to support any training gaps for product, client or internal drivers.
· Create training policies and schedules and record all training interventions
· Provide newly trained employees with a supportive, developmental work environment
Quality:
· Through close collaboration with external and internal clients drive a continuous improvement and collaborative culture through ongoing quality measurement and the design and delivery of tailored quality solutions for the client.
· Develop the quality function to provide a framework for designing, developing, implementing and measuring quality measurement solutions across all Call Centre client services
· Externally benchmark Quality and NPS (Net Promoter Scores) structures and performance to bring best practice to bear for Rigney Dolphin and its clients
· Work closely with clients and internal stakeholders to develop and manage a quality governance structure which provides a robust and consistent process for measuring Agent quality and NPS
· Design tailored quality measurement solutions for all clients including the development of bespoke and innovative technology solutions
· In leadership role in quality take responsibility for highlighting improvement areas and driving a quality improvement process to address them
· Take leadership role in implementation of training initiatives to address quality development areas highlighted in the Agent population
Skills and Experience:
· Proven experience in Training and Quality assurance areas in the Contact Centre sector
· Experience at a management level desirable but not an absolute requirement for the right candidate
· Certified Trainer desirable
· Experience in managing multiple Training and QA initiatives.
· Proven ability to manage people, processes, and technology.
· Strategic thinker and strong analytical skills.
· Excellent understanding of Training and QA principles.
· Experience with developing a Training and QA team in a call centre and/or BPO environment.
· Demonstrated experience in coaching and developing individuals.
· Ability to influence and motivate others.
· Superior written and verbal communication skills and presentation skills.
· Excellent leadership and developmental skills
· Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
· Strong knowledge of call centre software, technology and key indicators.
· Excellent organisational skills and exceptional follow through discipline
· Strong leadership skills
· Ability to analyse problems, detect root causes and resolve all issues
· High customer focused orientation
· Empathetic self motivator with solid interpersonal skills, achievement oriented
· General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
Compensation and benefits:
Competitive terms apply.
