Quality Assurance/Training Manager

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About The Job

We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.

As Quality Assurance/Training Manager, You Will…

• Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate
• Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
• Plan, develop and implement comprehensive professional development and training plans
• Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy
• Provide coaching to global staff in quality assurance and training to support superior performance
• Assign and monitor workload and performance of Trainers and Quality Analysts
• Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
• Promote an inclusive learning environment and facilitate staff meetings
• Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
• Work with client and Operations Manager to perform corrective action
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
• Perform routine audits and track call performance
• Responsible for the effective selection, development, supervision, evaluation and training of direct reports
• Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
• Proactively solicit and provide feedback by being honest and transparent

Requirements

As Quality Assurance/Training Manager, You Have…

• Understanding of continuous improvement plans
• Experience working in a fast paced environment across multiple locations globally
• Excellent presentation skills
• Experience leading teams in a global capacity
• 3+ years of leadership experience, preferably in the customer service industry
• Post-secondary education preferred
• Strong verbal and written communication skills
• Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
• Independent thinker
• Good understanding of business acumen
• Superior analytical skills, problem solving and decision making skills
• Demonstrated, progressive leadership and management skills, preferably in a contact center environment
• Exceptional organizational and time management skills – must be able to multitask and prioritize

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

Intouch CX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

Benefits

Benefits of Working as a Quality Assurance/Training Manager…

• Amazing career growth opportunities
• Competitive salary ranges from $60,000 - $70,000 CAD (dependent on experience, certifications, and portfolio)
• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)