Senior Training & Quality Manager

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

A Senior Training & Quality Manager (T&QM) is a strategic leadership role responsible for the end-to-end development of personnel and the continuous improvement of service standards. This position bridges the gap between operational performance and organizational excellence by ensuring that employees are not only well-trained but also consistently meeting high-quality benchmarks.
Job Summary

The Senior T&QM oversees the design, implementation, and evaluation of training programs while managing the Quality Assurance (QA) framework. They lead a team of trainers and quality analysts to drive performance, ensure compliance, and enhance the overall customer experience.
Key Responsibilities
1. Strategic Planning & Leadership

• Develop and execute a comprehensive Training and Quality roadmap aligned with business goals.
• Lead, mentor, and performance-manage a team of Training Managers, Supervisors, and QA Analysts.
• Act as a key stakeholder in client meetings, providing insights into performance trends and improvement initiatives.

2. Training & Development

• Oversee the Learning Management System (LMS) and ensure all training content is current and effective.
• Conduct Training Needs Analysis (TNA) to identify skill gaps across different departments.
• Manage the "nesting" or "graduation" process for new hires, ensuring they meet production-ready standards.

3. Quality Assurance & Compliance

• Define and refine Quality Monitoring (QM) parameters and evaluation forms.
• Lead calibration sessions between operations, training, and QA to ensure a unified understanding of "quality."
• Ensure all processes adhere to COPC, ISO, or industry-specific compliance standards.

4. Data Analysis & Continuous Improvement

• Analyze performance data to identify root causes of low quality or high attrition.
• Implement Root Cause Analysis (RCA) and Corrective Action Plans (CAPA) to address performance outliers.
• Report on Key Performance Indicators (KPIs) such as CSAT (Customer Satisfaction), NPS (Net Promoter Score), and FCR (First Call Resolution).

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!