SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Training and Quality Manager

Date Posted: 11/19/2020

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Job Description

GENERAL PURPOSE: Coordinates and directs quality assurance and training of development/implementation programs for one or more sites by performing the following duties personally or through direct reports, ensuring that required standards of training, accuracy, and quality set by the client are achieved and maintained.

ESSENTIAL DUTIES AND RESPONSIBILITIES:Ø Adheres to SYKES policies on ethics and integrity.Ø Carries out company policies and enforces adherence to these policies.Ø Analyzes the training curriculum and delivery, identifies needs, and formulates appropriate recommendations of action plans. Controls all elements of areas of responsibility by developing or implementing standardized, site-wide training and quality management policy/procedure, monitoring performance, developing/reviewing metrics, assessing/prioritizing gaps, and reporting results of same to senior management, client, and other key personnel.Ø Provides leadership to Trainers and Quality Supervisor(s) to streamline, integrate, and improve the training and quality monitoring process.Ø Performs as a liaison with the client and management to drive all aspects of quality and training within the site.Ø Participates in Quarterly Business Reviews, client visits, and new account and/or new product implementations.Ø Assists in the hiring and selection process for Trainers and Quality Supervisors, and provides on-going training and development for direct reports.Ø Organizes and develops training and quality manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.Ø Establishes, implements, and maintains a formalized review process for compliance, including a review (audit) process ensuring compliance with client's standards and policies.Ø Evaluates the effectiveness and relevance of quality and training materials and makes appropriate curriculum/design changes.Ø In partnership with appropriate personnel, develops and implements standardized, organization-wide guidelines and documentation requirements, develops and implements training and educational programs that address gaps identified by the quality analysis process, and communicates to key personnel to assure mutual understanding of, and agreement with, training plans, initiatives, and schedules.Ø Attends client calls and calibration calls to present account metrics and drive improvement, along with providing coaching opportunities as they may arise in the area of quality management too senior level management and client.Ø Provides training opportunities to supervisory and other key personnel in effective techniques for training and supervision, to be used in the presentation of new employees' orientation, on-the-job training, etc.Ø May perform other additional duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES None Yes (See "General Management Duties and Responsibilities" addendum)QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Ø Excellent communication, presentation, and group facilitation skills are required.Ø Strong instructional design skills.Ø Strong evaluation and analysis skills.Ø Strong attention to detail and organizational skills.Ø Certified or able to be certified to train Adult Learning and Training Delivery (ALTD) - for effective training delivery.Ø Certified or able to be certified in Training Program Development Methodology (TPDM) - for effective training development.Ø Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations.Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.Ø Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Ø Ability to calculate figures and amounts such as discounts,interest, commissions, proportions, percentages, area, circumference,and volume.

EDUCATION and/or EXPERIENCE Bachelor Degree (B.A.) or equivalent from four year college; or two years related experience of training/quality management; or equivalent combination of education and experience.PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required tosit. The employee is occasionally required to stand; walk; use hands tofinger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.SECURITY COMPLIANCE:Employees are required to maintain compliance with SYKES safety,security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety,security and privacy programs to protect SYKES' business operations,facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.ETHICS COMPLIANCE:Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company'spolicies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com).DISCLAIMER The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience

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