Quality & Training Manager

We are looking for a Quality and Training Team Leader to deliver business results through effective efficient management of all NTA contact channels.
The successful candidate will ensure quality and accuracy of procedures are performed, maintained and administered for front office Voice, Email & social media; be a custodian of knowledge and ensure accurate documentation of product/process knowledge; coach, mentor and train the team on client and company procedures and become the first point of contact for process related escalations and participate in process improvement initiatives/projects.

Job title:

Quality & Training Manager

Job Description:

Job Description

• Managing a team of Quality, Training and Knowledge specialists, work allocation and tracking productivity
• Lead Calibration sessions with Internal and External stakeholders and maintain variance scores
• Drive improvement initiatives to enhance advisor and customer experience
• Complete weekly/monthly check the checker activity for all team members and publish reports
• Manage the dispute/challenge process across all LOB’s and track QA overturn %
• Publish insights to the operations team and client on key focus areas
• Support operations team in creating action plan for performance improvements
• Manage and effectively resource the training plan (new starters and existing advisors)
• Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process
• Ensure all Internal and client reporting is completed as per timelines

You'll have the following skills, knowledge & experience:

• Excellent communication skills, both verbal and written as well as interpersonal skills to work collaboratively with all functions involved
• Good understanding of quality and training standards, methodologies and tools
• Ability to conduct process or product knowledge enhancement sessions
• Ability to lead and motivate a team to drive innovation and process improvements
• Strong Analytical Skills with an ability to prepare and present reports
• A results focused approach with great attention to detail

What we're looking for:

• Experience in a call centre environment
• Strong written and verbal communication and influencing skills
• Demonstrated people management experience
• Confident decision making
• Identify opportunities for continuous improvement in training, quality and knowledge.
• The role holder will be required to work with client (s) and /or teams remotely or on site.
• Deliver expected targets and workload that will add benefit to both the client and Capita.
• Proactive and self driven
• Training Delivery FETAC Level 6, equivalent or commensurate experience
• Ability to effectively manage the development of multiple learning projects to completion.
• Ability to facilitate internal events and workshops, delivering content as required to meet operational needs.

If this sounds of interest, we'd love to hear from you. Click on the apply button and a member of our team will be in contact with you.

Location:

Clonakilty

,

Ireland

Time Type:

Full time

Contract Type:

Permanent