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Training and Quality Manager

  • A hirdetés 316 napja lejárt

Bangkok, Thailand

  • Develop and execute training and quality guidelines, programs or interventions in line to maintain quality service level
  • Supports center management team with the development, implementation, and maintenance of programs to achieve operational KPIs
  • Enhance learning solutions to include a blended approach to learning such as coaching, classroom workshops, 1-2-1 sessions, action learning, and e-learning
  • Works directly with the senior leadership to identify, report, and address needs for training and quality programs, help develop existing skills, help acquire new skills and align them with trends within the business for curriculum design, trends, and performance management
  • Monitor internal audits of quality team to ensure compliance policies and procedures and conducts coaching observations
  • Conducts leadership training to Managers, Team Leaders, and other support roles
  • Defining and designing action plans for quality improvement together with management team
  • 10+ experience in Training and Quality field and at least 5 years experience in management gained in customer oriented industries
  • Strong track record as a senior training and quality professional gained within a contact centre environment in an outsourcing (BPO) or in-house set up
  • Experience of leading teams in remote global locations is preferred
  • Prove experience in developing and implementing training strategies
  • Have a good understanding of CRMs
  • Excellent monitoring skills and coaching skills
  • Strong communicational and stakeholder management skills
  • Fluency in English
  • Project management certifications (PMP or equivalent)
  • Training certifications such as Train the Trainer (TTT)
  • COPC / any contact center training and/or quality auditing certifications
What the company offer:
  • Career opportunity regarding moves within teams and global locations
  • Modern working environment in the heart of Bangkok
Helyek Külföld
Kategória Humán erőforrás
Minimális tapasztalat Több mint 5 év
Munkaidő tipusa Teljes munkaidő
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