Mgr Area Training and Quality Fayetteville, NC in Fayetteville, NC at Sykes

Date Posted: 7/15/2018

Job Snapshot

Job Description



Mgr Area Training and Quality Fayetteville, NC

This position coordinates and directs quality assurance and training of development and implementation programs for one or more sites ensuring that required standards of training, accuracy, and quality set by the client are achieved and maintained.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
> Adheres to SYKES policies on ethics and integrity.

> Carries out company policies and enforces adherence to these policies.

> 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.

> Provides leadership to streamline, integrate, and improve the training and quality monitoring process.

> Performs as a liaison with the client and management to drive all aspects of quality and training within the site.

> Participates in Quarterly Business Reviews, client visits, and new account and/or new product implementations.

> Assists in the hiring and selection process for Trainers and Quality Supervisors, and provides on-going training and development for direct reports.

> Organizes and develops training and quality manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.

> Establishes, implements, and maintains a formalized review process for compliance, including a review (audit) process ensuring compliance with client’s standards and policies.

> Evaluates the effectiveness and relevance of quality and training materials and makes appropriate curriculum/design changes.

> 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.

> 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 to other senior level management and client.

> 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.

> May perform other additional duties and responsibilities as assigned.

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