Training and Quality Manager - Contact Center Operations

Montego Bay, St. James, Jamaica

Full Time

Training & Quality

Senior Manager/Supervisor

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individuals to join our team.

Now hiring for our Montego Bay Office:

TRAINING AND QUALITY MANAGER

JOB OBJECTIVE
The Training and Quality Manager will be responsible for managing quality reports, improvement plans and the coordination of all training programs. This includes the management of the Trainers and Quality Analysts.

KEY FUNCTIONS AND DUTIES INCLUDE:

Conduct training needs assessments.
Recruit Trainers and Quality Analysts.
Lead, teach, onboard and evaluate new Trainers and Quality Analysts.
Prepare budget for all training programs.
Create, monitor and maintain training and quality KPIs.
Prepare various training and quality reports based on the needs of the organization.
Facilitate training through the use of appropriate learning techniques.
Monitors, coaches, tracks and evaluates learners’ performance throughout the duration of the training up to and including nesting.
Develops and executes all training related plans, processes and procedures.
Maintain training material to reflect the changing project environment.
Design, implement and monitor the Quality Assurance formats and standards.
Manage the quality assurance program.
Work with operations managers to develop, implement and monitor compliance with program improvement or corrective actions.
Participate in client monitoring and QA programs.
Perform other related duties and assignments as required.

REQUIRED QUALIFICATIONS AND EXPERIENCE:

Degree in Instructional Design, Education, HR or a related discipline (or a combination of education and experience)
Call Center experience preferred
At least 3 Year's experience in a training/quality based managerial role.

REQUIRED COMPETENCIES:

Strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.
Highly skilled in coaching, developing and motivating employees towards achieving and exceeding organizational goals and objectives.
Demonstrated proficiency in Microsoft Office applications.
Strong negotiation, interpersonal, written and oral communication skills.
Exceptional ability to develop and manage results-oriented programs.
Strong analytical, interpersonal and problem-solving skills.
Excellent time management.
Ability to plan and coordinate activities effectively and demonstrate tact, confidentiality and professionalism in the execution of duties.

All applicants must have a valid Government issued photo ID, NIS & TRN.
Successful candidates must be able to furnish a police record and pass an employment background check.

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

ELECTRONIC SIGNATURE NOTICE AND CONSENT

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.

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By submitting this application, I certify that answers herein are true and complete to the best of my knowledge. I authorize Contax 360 BPO Solutions to make investigations and enquiries regarding my personal, employment, financial or medical history and other related matters as may be deemed necessary in arriving at an employment decision. I hereby release employer, school or persons from liability in responding to inquiries in connection with my application for employment. If hired by Contax 360 BPO Solutions, I understand that false or misleading information given in my application or interview(s) may result in immediate dismissal. If requested, I will do a polygraph and/or conduct and complete a drug test and give consent to the medical practitioner to release any information to the company. In addition, any documents submitted for consideration of employment becomes the sole property of the company. If you are not hired within 30 days of this application, it will be null and void and you’d need to reapply. I understand, also, that I am required to abide by the policies and procedures of the company.*

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Training and Quality Manager - Contact Center Operations

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