Quality Team Leader - Mission, United States - Convergys

Description

Job Title:
Quality Team Leader Job Description

The Supervisor 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.

The Supervisor, 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 supervising 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

Develop a department of well-trained, competent professionals who continuously improve the organization and themselves

Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes

Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations

Create and maintain consultant training schedule

Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans

Conduct Coaching and Development sessions with team members to drive continuous improvement.

Develop strong working relationships with key Business stakeholders, internal and external

Oversee audits of key Training and Quality support processes within each account and recommends changes

Administration of applicable certification and training processes for staff up to and including internal and client requirements

Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate

Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)

Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans

Location:
THA Bangkok - Bhiraj Tower at Bitech, Unit No -

1701,1702,1703,1704,1705,1706


Language Requirements:

Time Type:
Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.


About Concentrix:
We're a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities


Company Overview:
In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we're disrupting the market by being absolutely obsessed with making our clients' businesses better.

We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers.

Our clients notice the difference too... in increased customer loyalty, improved business performance and differentiation in their markets.

As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world's best brands.

Concentrix. A passionate company powered by passionate people.

Concentrix CVG Corporation

is an EEO/AA/M/F/Vet/Disability Employer.

#J-18808-Ljbffr