The Training & Quality Manager To manage and facilitate, in a dynamic and passionate manner, the performance and deliverables of a client specific Training and Quality teams to exceed the expectations of the company and clients based in a continuous improvement of an effective and efficient operational delivery and end user satisfaction.

KEYACCOUNTABILITIES

•Develop, establish, and review Quality and Training procedures, standards and specifications

•Standardize SLAs and assure execution according to customer and operational needs

•Monitor performance through data gathering and create statistical reports

•Investigate causes of quality problems, suggest changes, propose solutions, and execute

•Assure that Team Leads and direct reports obtain and maintain technical and instructional knowledge and skills

•Analyze the department’s needs to develop innovative programs or modify and improve existing ones

•Execute periodic round tables with Trainees, Trainers, Quality Agents, Operations, and Clients for process improvements with cost-effective alternatives

•Identify opportunities for automation to improve efficiencies

•Develop and analyze reports for Operation Managers and Clients with the necessary execution plans

•Periodic monitor of Training Instructor performance and effectiveness of training programs

•Regularly collaborates with Clients, Operations,



Training Leads, QA Leads, QA Analysts and Trainers for feedback, updates, and action plans for driving key training projects

•Perform employee development and administrative supervision of Team Leads and direct reports

•Develop the department’s scorecard with measurement of demonstrable results

•Proactively removes outliers and potential risks

•Participates and leads in strategic and operational planning sessions for the organization’s development

•Looks to reduce waste and increase efficiency

•Applies Six Sigma methodology

REQUIRED SKILLS

Bachelor’s degree preferred

Strong communication skills, both written and verbal

Proficient in Microsoft Office

Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

Ability to mentor, coach and provide direction to a team of employees

Self-starter, sense of urgency, and works well under pressure

Ability to foster a sense of professionalism and relationship building for self and team

Results and detail Oriented

Strong data analysis and self – driven individual

Strong problem solving and critical thinking skills

Ability to present complex information to a variety of audiences / Strong teamwork

Ability to create important level presentations for clients

📌 Manager I Training and Quality Call Center Airline Experience (San Isidro)
🏢 Concentrix
📍 San Isidro