Manager, Training & Quality NAVI

Position Summary

The Manager, Training & Quality is responsible for leading the design, implementation, and oversight of all training and quality assurance programs. This role ensures that every NAVI agent will partner closely with leaders and supervisors to monitor performance, identify trends, and drive excellence in customer experience and agent development. The Manager ensures that every agent is setup for success through a robust onboarding, ongoing education, and a culture of continuous improvement. The manager will oversee and work closely with Training and Quality Specialist(s); aligning their efforts with business needs, performance trends and our Treat Crew Like Royalty Service Philosophy.

Essential Duties And Responsibilities

List the 8-10 key areas of responsibility in descending order, with the responsibility requiring the most amount of time first. Use specific action verbs such as “manages”, “analyzes”, “files”, etc.

• Lead the development and delivery of training programs including new hire onboarding, upskilling, leadership development, and monthly refreshers
• Identify the most effective method of evaluating agent performance
• Creates and implements training strategies to meet the current and future needs of the contact center
• Drive the strategy and roadmap that aligns the learning objectives to business goals and priorities across audience groups (managers, supervisors, agents)
• Lead internal training audits to ensure that learning requirements are followed
• Supervise and support Training & Quality Specialists in the facilitation and development of training content
• Analyzes, and interprets contact center performance levels and assess recurrent training needs for all contact center agents.
• Direct and manage the daily work of Specialists to ensure consistent, fair, and accurate assessments of service interactions through all channels (calls, chats, cases)
• Oversee creation and maintenance of SOPs, learning modules, and knowledge base content
• Ensure training is responsive to performance data, emerging needs, and behavioral outcomes
• Use QA insights to identify service gaps, compliance concerns, and coaching opportunities
• Lead regular QA calibration sessions with managers and supervisors
• Partner with Training & Quality Specialists to close performance gaps through targeted training
• Provide leadership with quality trends, reports, and recommendations
• Coach, develop and manage Training and Quality Specialists, ensuring alignment to service standards and business goals
• Foster a collaborative and feedback driven culture grounded in continuous learning and improvement
• Accountable for the overall output and performance of the Crew Support & Experience team including, but not limited to, monitoring KPI targets on day-to-day basis, service levels, customer experience, quality measures, and compliance measures
• Proactively maintain regular engagement with key contacts and stakeholders
• Create a culture that promotes and highlights further opportunities for service and process improvements
• Create, lead and manage transformational strategies within the department to enhance the crew experience
  
  

Financial Responsibilities

List any responsibilities for budget, expenses and/or achievement of revenue targets in US Dollars.

• Meet / Exceed financial targets set by the company
• Proactive financial management by working closely with the Sr Director and aligning and effectively controlling operational costs and avoiding unnecessary / unplanned spends
  
  

Qualifications

List the minimum level of education and experience required to perform the work at the job's entry level.

• Graduate of a 4-year degree from an accredited college/university in a related field and/or previously related professional level experience in one or more of the following functions: Training, Learning & Development, Instructional Design, Adult Learning, Quality Assurance, HR Operations
• Strong facilitation, coaching, and performance management skills
• At least 4 years experience in managing people managers
• Able to identify training needs, conduct research, draw upon a variety of resources, propose targeted and creative solutions, and translate ideas into action Possess strong leadership skills
• Able to manage change, anticipate needs, and make recommendations for improvement
• Experience of working in an Outsourcing or contact center operation.
• Essential Experience/Skills: Extremely strong contact center management experience is essential to be a success in this role
• Understands complexities of contact center operations (technology, process, schedule, etc.)
• Experience in reporting, trends analysis, and presentations
• Ability to perform fairly complex mathematical analysis on performance metrics. This includes trend analysis, statistical analysis, interpolations, and regression analysis. More basic mathematical skills are also required including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, percentage, draw and interpret bar graphs
• Ability to analyze data and translate insights into action
• Able to identify training needs, conduct research, draw upon a variety of resources, propose targeted and creative solutions, and translate ideas into action Possess strong leadership skills Able to manage change, anticipate needs, and make recommendations for improvement
• Experience in workforce and staffing management for a 24/7 operation.
• Knowledge in immigration and visa requirements related to seafarers in various geographical areas; and applicable flag state/port state regulations relative to seafarers training, licenses, and certifications.
• Proficient in MS Office (Word, Excel, PPT) with experiences in MS Project and MS Visio
• Flexibility to work in a shifting schedule and during local holidays
  

Knowledge And Skills

List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above. Specific physical and/or cognitive requirements that are essential parts of the job.

• Excellent leadership, people management, communication and influencing skills
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, efficiency gains, productivity improvements
• Proven ability to train, coach, and mentor direct reports
• Able to set up the correct metrics for the team to ensure consistent service delivery to customers
• Process documentation and Governance skills: Process Mapping, Desktop Procedures, Segregation of Duties, Risk and Issues Tracking, Compliance Testing, Back-up and Succession Planning
• Knowledge of technology, CRMs and any GDS systems