Manager I, Training

Job Title:
Manager I, Training & Quality

**Job Description**:
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.
**Essential Functions/Core Responsibilities**
- 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 the 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.

**Requirements**:

- English Level (90%)
- Bachelor's degree or equivalent Business Experience (Preferable).
- Schedule Flexibility
- 4+ years of supervisory experience
- Experience working in business process operations
- Proficiency in MS Office
- Strong ability to plan, multi-task, and manage time effectively
- Excellent written, verbal, analytical, and communication skills
- 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
- Must have manager experience or have participated in an acting role for at least 3 months.

LATAMCNX

**Location**:
CRI San Jose - Jacks

Language Requirements:
Time Type:
Full time
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