Teleperformance USA Quality Assurance Manager in Dover, Delaware
This role is targeted for a highly energetic and passionate individual responsible for designing, developing, and delivering new training programs and initiatives. Development, implementation and improvement of contact center day-to-day Training operations. Develop and maintain adequate staff and training material. Assess training needs of various projects. Oversee and manage all training functions including staff.
Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.
Conduct training needs assessments and oversee the training function.
Develop, compose and compile training materials and other training aids such as equipment and visual aids.
Development of courses to include customer service and technical support.
Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded.
Manage, lead, motivate and develop training team members.
Write performance evaluations of training staff.
Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.
Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.
Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.
Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.
Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community.
Incorporates, administers, and monitors operating budget for the training department
Thrives as a team player in a fast paced, high energy, change oriented environment
Perform other related duties and assignments as required and as assigned by Operations Manager or other WFM leadership.
One year of call center training experience required
Flexible hours/days are a requirement.
Demonstrated leadership capabilities
Strong presentation and public-speaking skills
Strong verbal, listening, and written communications skills required
Excellent attendance history is required.
Strong computer skills with working knowledge of Microsoft Office Suite
Strong desire to help others learn
Understanding of Adult Learning Principles
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