Coe Supervisor

Job Summary:
The Training & Quality Supervisor will lead the Training and the Quality Assurance team to provide quality monitoring and reporting for the operational areas, alongside the creation and delivery of training programs focusing on induction, process and systems training, ongoing skills development and entry-level leadership development within the Operations function.

**Responsibilities**:
The role will bring expertise to the department on training and quality monitoring best practice to create effective and engaging programs, which maximize individual role effectiveness and drive strong engagement. In a change of management, coaching and facilitation.
- Lead and build a strong Training and Quality team, setting high expectations to provide an effective and efficient service to the Operations department, enabling and supporting the achievement of overall business goals.
- Act as a role model and brand ambassador for the Company, setting a high standard of behavior and professionalism.
- Coach and develop Training and Quality team members to build their skills and effectively manage their performance. Deliver effective goal setting, communication plans, 1:1s, team meetings and regular team catch-ups.
- Take ownership of the Quality Monitoring Framework for the department, ensuring it supports the business goals of delivering a good customer experience and driving compliance with processes, as well as engaging staff in their development.
- Ensure quality monitoring is undertaken consistently across the department. Provide structured reporting and insight, so that the process provides individual scoring for objectives, as well as driving ongoing improvement in individual skills, processes and systems as needed.
- Work with relevant business areas to plan, resource and schedule a rolling program of training and development activity in line with the business needs and insight from the quality monitoring process. Manage people and budgetary resources to deliver, and adjust in response to changing business and stakeholder requirements as needed.
- Oversee the quality, design, delivery, governance and evaluation of all training and development activity. Ensure that materials are current and in line with business process and regulatory requirements, and develop new modules as required.
- Build strong relationships with key stakeholders throughout Operations and the wider business.
- Support a coaching culture throughout the department and facilitate workshops, learning events, forums and meetings as required.
- Effectively lead and/or contribute to projects related to business change, such as the roll-out of new systems and processes, entry-level leadership development and change management.
- Maintain awareness of external best practice in training and quality, for both local and remote workers, sharing insight internally to inform the development of the department.
- Flexible deliver other duties and projects as required to ensure successful delivery of training and quality monitoring or to meet the broader needs of the business.
- A collaborative approach, with strong stakeholder management and relationship building skills.
- Drive strong accountability and sense of urgency to achieve desired performance levels.
- Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity and extraordinary customer service.
- Support all staff activities, as required, including providing "hands-on" activities to ensure client service level compliance.
- Regularly communicate and interact with customer management to review team performance, including leading and participating in service level reviews (SLR's) and weekly meetings, by contractual requirements.

Skills and Experience:

- English - Spanish Language (Oral and writing 90% or higher) (C1 level in English).
- Qualifications in training delivery or coaching preferred.
- 4+ years of people leadership experience.
- Experience of designing or operating within operational quality monitoring frameworks.
- Experience of designing and delivering training in systems and process change, as well as entry-level leadership development.
- Strong coaching, feedback and learning facilitation experience.
- Planning, scheduling and training evaluation experience.
- Strong project management skills.
- Process improvement aptitude and skills.
- Strong organizational skills.
- Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Time Management: Managing one's own time.
- Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.