Training and Quality Assurance Lead

hace 5 días


San Francisco, Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Training and Quality Assurance Lead will be responsible for leading the Training and Quality Assurance team in providing quality monitoring and reporting for operational areas. The role will also involve creating and delivering training programs focusing on induction, process and systems training, ongoing skills development and entry-level leadership development within the Operations function.

Key Responsibilities:
- Lead and build a strong Training and Quality Assurance team, setting high expectations to provide an effective and efficient service to the Operations department.
- Act as a role model and brand ambassador for Auxis, setting a high standard of behavior and professionalism.
- Coach and develop Training and Quality Assurance 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 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.

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.



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