Training and Quality Manager
16 hours ago
Roles and Responsibilities:
Responsible for identifying and assessing training needs within an organization, developing training plans, and implementing various training methods to enhance employee skills and performance. Monitor, evaluate, and score Outbound/inbound calls against established quality assurance.
- Identify and assess future and current training needs through job analysis and consultation with line managers.
- Audit calls to gauge call quality and gather actionable insights.
- Give feedback for the audited calls to drive quality and conversion improvement.
- Publish reports based on audit findings.
- Draw an overall or individualized training and development plan that addresses needs and expectations.
- Prepare and present performance analysis, QA reports, and/or other information on quality performance.
- Train, onboard, and evaluate new trainers.
- Monitor employee performance and response to training.
- Evaluate employee performance to gauge where skills are lacking.
- Develop training manuals that target tangible results.
- Conduct effective induction and orientation sessions.
- Monitor and evaluate the training programs effectiveness, success, and ROI periodically and report on them.
- Collaborate with various departments to ensure employees receive the necessary training and design training documents.
Skills Required:
- Excellent communication and leadership skills.
- MS Office proficiency
- Strong writing and record-keeping ability for reports and training manuals.
- Proven work experience as a sales trainer and auditor.
- Ability to plan, multi-task, and manage time effectively.
Qualification: Graduate & Above
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