Overview:
This role is targeted for a dynamic, highly energetic and passionate individual responsible for leading the training & Quality teams across TPUSA. You should be comfortable executing on a strategy that is both agile and durable, ensuring best in class practices are implemented consistently to ensure quality knowledge transfer and results to build the future state of training and quality for the organization. We are looking for a learning leader with a creative mindset towards modern learning approaches, a keen understanding of design methodology, developing, and delivering new training programs and initiatives.
Responsibilities:
Lead US business action plan, the capacity and day to day interventions with innovative, best-in-class learning solutions that drive the forward strategy to produce a culture of learning that excites and engages on-site & virtual team members
Lead a team of direct report Managers, Trainers & Coordinators, who in turn lead functional areas of the departments
Build strong partnerships and collaboration with cross functional training leaders to enable consistency in training and quality programs
Development, implementation and improvement of contact center day-to-day training & quality assurance operations
Develop and maintain adequate staff and training material. Assess training needs of various projects. Oversee and manage all training functions including staff
Conduct training needs assessments and oversee the training function
Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded
Manage, lead, motivate and develop training team members
Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment
Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered
Resolve and respond to training & quality issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation
Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly and monthly
Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community
Incorporates, administers, and monitors operating budget for the training department
Thrives as a team player in a fast paced, high energy, change oriented environment
Perform other related duties and assignments as required and as assigned
Qualifications:
5 + years of Training/Quality Assurance experience required
Proven expertise in curriculum design and development and ability to develop and coach team
Flexible hours/days are a requirement.
Demonstrated leadership capabilities
Strong presentation and public-speaking skills
Strong verbal, listening, and written communications skills required
Excellent attendance history is required.
Strong computer skills with working knowledge of Microsoft Office Suite
Strong desire to help others learn
Understanding of Adult Learning Principles
Ability to lead organization wide initiatives
Bachelor’s degree preferred
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