Sr. Training and Quality Manager


Detalles del trabajo

Area del puesto: Recursos Humanos

Publicación: hace 6 meses
Ubicacion del puesto: Santo Domingo - República Dominicana
Trabajo remoto: No

The Sr. Manager Training & Quality is responsible for the overall direction, coordination and evaluation of the Training and Quality functions for assigned clients / programs, supervising junior managers. Develop comprehensive processes with appropriate linkages to organizational and operational efficiencies, effectiveness and contributing to business scorecard outcomes. Ensure compliance to client Training and Quality measures and sales/service performance and manage overall operation of Training and Quality Teams across multiple verticals, clients with programs across multiple sites or geographies within those verticals.

  • Essential day-to-day job duties and responsibilities will include:
  • Manage a team of Training and Quality Managers and comply with the verticals of investigators, Finance, Retail, Healthcare and Technology teams.
  • Take a role in the quality function for Operations (OPS) working closely with Training and other stakeholders.
  • Data Mining / re-audits for quality metrics, create team level reports and share outlier analysis with Operations (Ops) team.
  • Perform analytical deep dives based on data mining to develop interpretive insights; conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions.
  • Work closely with Ops team to identify tool / language barriers which are impacting associate and customer experience.
  • Prepare coaching content for associates in case of new product / process launches and promotions.
  • Support new product development and/or design changes in coordination with management, project leaders, & project team.
  • Position will participate in audits, Calibrations, R&R sessions,
  • Problem Solving and Root cause analysis as daily basis.
Jefe o Encargad o(a) de Capacitación en el area de Recursos Humanos -2 años de experiencia
Gerente de Calidad Total en el area de Recursos Humanos -2 años de experiencia
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República Dominicana