Malaysia | Moderation Project | Training and Quality Manager (TQM) - BPO

Position Summary:

The Training and Quality Manager supports training and quality for a program or a vertical account either within a site and/or across multiple locations. Oversees Transaction Monitoring requirements, and/or Sales Verification (as applicable), and is responsible for ensuring continuous training of employees based on client, organizational and individual needs.  Incumbent may supervise Trainers, Quality Supervisors and Quality Analysts and may skip level supervise Quality Coaches and/or Sales Verification Representatives, if applicable. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring Team and is responsible for assigned staff development. Responsibility also includes proactive identification of account level performance related KPI opportunities  up to and including customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program. Incumbent is responsible for Call recording tools and quality form administration and Continuous Improvement initiatives. This position ensures training procedures are documented, audited and maintained. The scope of the role includes new program setup, implementation and performance management. Through the review of Training tools, processes and resources, the Training and Manager is also responsible for working with the Account Management, IT, HR, Operations and other functional teams to improve procedures. Ongoing Trainer development is a major focus of the Manager’s responsibility as well as ensuring content delivery and effectiveness. 

Overall Responsibilities:

• Non-program specific training (Soft skills, efficiency)
• Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
• Trends analysis (Analyzing quality reports and call center data to determine training needs and opportunities)
• Project Manage/Drive Continuous Improvement Initiatives.
• Performance benchmarking (Determine levels of performance for comparison purposes)
• Training documentation (develop supplemental training material, develop training material for initiatives not documented by client, ensure compliance with Vendor Total Quality Plan)
• Support client trainers (Cooperation and mutual support for client provided trainings)
• Develop and maintain strong working relationships with and attend stakeholder meetings (Exchange of knowledge, experience and know-how)
• Ensure facilitation and coordination of calibration process and sessions (both internal/external)
• Create, conduct and score skills assessments
• Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans
• Schedule and execute trainings in close cooperation with the Account Managers
• Provide train-the-trainer support for subject matter experts who are assigned to program training in their departments
• Ensure unified training and quality standards across the programs
• Understand and enhance performance of KPI (Key Performance Indicators)
• Develops and implement operational standard and uniformity including the sharing of best practices
• Prepares cost estimates and develops proposals for changes requested that affect operations
• Entrusted for strategically developing the contact centers for the future (technology, strategy, processes)
• Manage assigned resources to include: Plan, direct and supervise the work activities of the quality and training teams.
• Create and analyze quality reporting to support business needs and initiatives. 
• Provides recommendation and resources to support any quality gaps for product, client or internal drivers.
• Validate and verify data collection procedures and formats.
• Conduct end to end process audits for key support processes within each account
• Attend/Facilitate client Calibration or monitoring session.
• Implementing Customer Operations Performance Center metrics and other quality initiatives.
• Provide leadership and guidance for Quality Assurance team.
• Maintain a measurement system to determine Return on Investment on quality.
• Establish and drive tactical and strategic QA plans and initiatives.
• Supports other programs and projects by sharing best practices, experiences and know-how
• Coordinates with Account Managers to interface quality assurance issues.
• Conduct orientation sessions and arrange on-the-job training for new Trainers
• Ensure all changes to processes are communicated, documented and implemented through established methodology and communicated to operations.
• Identify deficiencies within quality assurance for the purpose of developing and implementing enhancements/improvements
• Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.
• Develop and Manage testing and evaluation procedures.
• Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
• Develop and organize training manuals, multimedia visual aids, and other educational materials.
• Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
• Analyze training needs to develop new training programs or modify and improve existing programs.
• Review and evaluate training and apprenticeship programs for compliance with government standards.
• Train instructors and supervisors in techniques and skills for training and dealing with employees.
• Coordinate established courses with technical and professional courses provided by community schools and designate training procedures.
• Ensure accurate and complete Financial management for self and department
• Attends all appropriate training meetings including internal/external account
• Conducts Client and Internal Presentations for programs including business reviews.
• Coordinates and Maintains Training Delivery Calendar and work assignments for Trainers including ramp plans, room, trainer and other resource requirements.
• Provides program specific training to support staff as needed.
• Conducts Analysis of Training Effectiveness Surveys (Level 1 Reaction and Behavior Surveys)
• Consults with internal customers and develops custom courses to meet specific business needs
• Successfully Completes all required training including program specific, organizational and training manager development content, as required
• Ensures that all issues and requests for service are processed correctly and in a timely manner
• Provides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or procedures
• Demonstrates a strong customer service orientation and takes task ownership
• Creates a positive impression of Majorel service and client, through words and actions
• Conduct and/or participates in formal walk-through of training materials (Train-The-Trainer Sessions) and make revisions with course development, as necessary.
• Monitor student progress throughout duration of training, providing coaching and developmental feedback.
• Oversees Learner process and Progressive Discipline or Performance Management during training cycle including in class and a-bay.
• Coordinates transition of students from training to work environment, ensuring competency levels are sufficient.
• Participate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classes.
• Work closely with Instructional Designer or Training Manager (internal or client) to develop classroom delivery strategies including multi-media preparation.
• Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.
• Develop classroom agendas, timelines and content flow as necessary to deliver effective training to students.
• Willingness to travel as required

Job Requirements:

• Transfer Form & Updated Resume are mandatory. Only completed application will be processed.
• 5-6 Years of relevant management experience (managing training and quality teams)

• COPC or Six Sigma Black Belt desirable

• Must have strong background and knowledge in Quality assurance & Training areas.
• Experience in managing QA initiatives.
• Knowledge of adult learning styles

• Background and experience in Instructional Systems Design
• Proficiency in using Microsoft Office Products
• Proven ability to manage people, processes, and technology across multiple sites and virtually.
• Strategic thinker and strong analytical skills.
• Excellent understanding and QA principles.
• Client Relationship exposure.
• Experience with developing a QA team in a call center environment.
• Possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
• Ability to influence and motivate others.
• Superior written and verbal communication skills and presentation skills.
• Excellent leadership and developmental skills
• Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
• Strong knowledge of call center software, technology and key indicators.
• Excellent organizational skills and exceptional follow through discipline
• Strong leadership skills
• Excellent presentation skills.
• Analyze problems, detect root causes and resolve all issues
• High internal customer focused orientation
• Excellent Time Management                        
• Planning / organizing / prioritizing skills
• Excellent written & spoken English
• Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
• Interpersonal skills
• Achievement orientation
• Good coordination skills
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.