My client an independently owned travel company are seeking a Training and Quality Assurance Manager to oversee the onboarding and training of their call centre.
Role in a nutshell;
As the Training and Quality Assurance Manager for this company, you will be a key player in shaping the onboarding and development of their in-house and virtual call centre teams. You will create and oversee innovative training programs to ensure new employees and remote team members are fully prepared to represent the companies and its partners with excellence.
Job Description:
* Develop and present induction programmes for new starters
* Produce and deliver training sessions for new and existing staff in the form of workshops, webinars, and e-learning platforms
* Ability to design and produce training materials, modules and resources
* Monitor training effectiveness though feedback, evaluations and KPI's
* Ensuring continuous improvement to training context
* Conduct call monitoring and provide constructive feedback to help the team exceed
* Work closely with partner organisations to ensure that any process changes/updates are effectively communicated across the team in a timely manner
Experience Required:
* Proven experience in designing, delivering, and evaluating training programs, preferably within a contact centre or virtual training environment.
* Proficiency with learning management systems (LMS) and...