Sr. Training & Quality Manager

Job description

Job Title: Sr. Training & Quality Manager Job Description Exciting Opportunity: Senior Training & Quality Manager 🌟 Join our dynamic team as a Senior Training & Quality Manager, where you'll lead the charge in enhancing our Training and Quality functions across multiple clients, programs, and locations. The Senior Training & Quality Manager acts as a key strategic partner to senior operational and client stakeholders, leveraging performance data, insights, and best-practice methodologies to enhance customer experience, employee capability, operational consistency, and overall business outcomes. Key Responsibilities: Training Oversight: Manage the training of internal and external customers, providing product expertise and facilitating effective conversion mapping. Supervisory Leadership: Lead a team in compliance with organizational policies, handling tasks like hiring, training, and performance management . Address complaints and resolve conflicts effectively. Scheduling & Course Design: Coordinate trainer schedules and design course agendas, ensuring content meets learner needs and customer goals. Continuous Improvement: Analyze training effectiveness through class attendance and evaluations, implementing corrective actions as needed. Conduct internal training sessions to keep staff up-to-date on product knowledge. Stakeholder Collaboration: Build strong relationships with key stakeholders, including Quality Leadership and Account Management, to create departmental goals and objectives. Process Recommendations: Suggest modifications to policies and procedures that align with company values and support process management goals. Quality Integration: Work closely with other departments like Operations and Analytics to ensure seamless quality initiatives across the organization. Essential Skills & Qualifications Education Bachelor’s degree in a relevant field is required. Advanced degrees or professional certifications are considered an advantage. Exceptional Communication Strong written and verbal communication skills. Ability to deliver effective presentations to diverse audiences. Project Management Expertise Proven ability to manage projects in a fast-paced, deadline-driven environment. Skilled at organizing priorities, meeting timelines, and driving results. Mentorship Capabilities Demonstrated ability to coach, mentor, and develop team members. Focused on supporting individual and team performance at a high level. BPO Experience Prior experience managing functional groups at a senior level within a BPO environment is essential. Strong understanding of operational leadership and client service delivery. Flexibility Open to supporting North America accounts during flexible working hours, specifically 2 PM – 12 AM , to meet client and business needs. Location: ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000 Language Requirements: Time Type: Full time