Job Title: Specialist, Training & Quality
Job Description: The Specialist, Training & Quality is responsible for assisting with the analysis, scheduling and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation. They will support Transactional Monitoring clients with multiple programs or lines of businesses which can be across multiple sites/geos. This includes assisting the Evaluators and Trainers who support their assigned portfolio. This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.
Essential Functions & Core Responsibilities: Designs, monitors and evaluates adherence to and efficiency of key customer related processes that support ability of account to achieve business results and client satisfaction.Initiates process changes to achieve desired business goals, client and customer satisfaction and high productivity.Analyzes results and trends on all quality metrics across multiple accounts.Facilitates audits and system reviews.Designs process monitoring forms and measurement tools (using the Convergys standard as the framework) in conjunction with Client requirements for each account.Consults with Account Management on process improvement, training, environment, quality tools and analysis, recommends and initiates change.Conducts ad hoc Coaching and Feedback sessions as requested by Account Management for front line agents who need extra coaching or first line supervisors and managers for coaching skill reinforcement training.Establishes, nurtures, and maintains collaborative partnership with designers, quality, recruiting, and operations providing continual classroom innovation.Assists in client and account needs analysis, assessment, and solution design for learning and non-learning interventions (e.g., focus group facilitation, brainstorming/problem solving with groups and mentoring).Understands curriculum design methodology and approaches and develops classroom delivery strategies.Prepares all delivery support tools used during training courses.Analyzes daily tracking including end of day course evaluations and trainee assessments and makes recommendations for appropriate adjustments.Assists in modifying curriculum content and materials to meet variable learner needs.Understands fiscal impacts and responsibility to deliver efficient and effective training and facilitation solutions to support account profitability and client satisfaction.Candidate Profile: Training and Quality experience within the call centre industry.Proficient in advanced functionality Microsoft Office.Effective English communication skills, both written and verbal.Demonstrated ability to communicate effectively and professionally with internal and external associates.Ability to multi-task and meet timelines on deliverables.Demonstrated ability to work with and lead a team.Detail and customer service oriented.Career Framework: Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.Analyzes possible solutions using standard procedures and principles.Builds knowledge of the organization, processes and customers.Solves a range of straightforward problems.Receives a moderate level of guidance and direction.Location: ESP Barcelona - C/ de la Selva de Mar, 129
Language Requirements: English (Required)
Time Type: Full time
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