Senior Training and Quality Manager

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We are looking for a Senior Manager of Quality Assurance who will be responsible for designing, implementing, and monitoring the Quality Assurance formats and standards. The ideal candidate will build and develop strong interpersonal relationships with the team in order to cohesively bond everyone together with the company and integrate them with the overall vision and core values.

As Senior Manager of Quality Assurance, You Will…

• Be the point of contact between the team and senior management for effective communication on key deliverables
• Design, approve, and evaluate all training programs, and training materials
• Meet all client-agreed KPIs and performance goals.
• Conduct and analyze Training Needs Analysis (TNA) for the Quality Assurance team
• Provide quarterly/annual training plans to develop Quality Assurance skills
• Provide feedback to section managers on training/coaching requirement for their employees
• Provide external training budget estimates for management approval, which need to be incorporated in the company’s annual budget
• Coordinate with the Operations team to ensure all required KPIs are met
• Identify areas of development and under performance, and take corrective actions
• Be directly responsible for motivating and guiding the team's development and career advancement Ensure quality reporting and work with Operations to build highly effective measurement and reward systems based on data
• Participate in client monitoring and Quality Assurance programs
• Build Quality Assurance action plans based on clients’ needs and expectations
• Communicate with Supervisors and Managers from all departments regarding the company’s operations and activities on every project
• Determine and identify individuals' training needs
• Support performance management systems in order to enhance the company’s people performance
• Prepare and analyze internal and external quality reports
• Manage Quality Assurance team members’ performance reviews and comments
  
  

As Senior Manager of Quality Assurance, You Have…

• Bachelor Degree or other post-secondary degree in a relatable field
• Must have 8+ years of experience in the BPO contact center industry, with 3+ years experience in managerial capacity
• Basic knowledge of six sigma and quality tools
• Ability to observe, analyze and give constructive feedback
• To embody the spirit of excellence through team building, leadership and sound people management skills
• Superior written and verbal communication skills, conflict resolution and problem solving skills
• Leadership, decision-making and analytical skills
• Ability to evaluate and synthesize data
• Excellent attention to detail
• Strong aptitude for process thinking