HR / Personnel / Training - Quality and Training Manager

Multinational is looking for a
Quality and Training Manager
Previous experience in a Call Centre environent is a must
• Proven track record in a training environment in a mid-management position, including experience of the design and delivery of blended learning solutions.
• Have or be working towards an appropriate qualification OR will have had equivalent experience
• Excellent Project Management Skills
• Design, develop and deliver a proactive program of Leadership Skills training, for all appropriate staff, as required
• Design, develop and deliver proactive training on HR issues for line managers, e.g. Absence Management, Disciplinary Procedure, Recruitment etc
• Develop an annual training plan for all relevant staff
• Facilitate the ad-hoc training needs identified for staff in conjunction with relevant line managers
• Ensure that all necessary training equipment and facilities are available when required
• Maintain records of attendance using the Learning Management System. Provide regular reports on training activity to the Regional L & D Manager
• Responsible for administration of the Performance Development Management system
• Utilise staff performance reviews for the identification of training needs for relevant staff
• Support the Regional L&D Executive in the deployment of Talent Management initiatives (LEAP, Learner Management System)
• Ensure the site implements and maintains relevant quality principles and standards
• Plan, develop and execute Internal Audits across the Site
• Highlights any site level or service affecting non compliances and supports the operational team in resolving them
• Document corrective actions and conduct follow up audits to ensure compliance
• Assist in the planning, development and delivery of any projects identified by the Site Director, which are deemed conducive to heightening the quality of the organisation
• Provided technical specialised input to CSC Operational functions and Clients, where required
• Results orientated with the ability to meet challenging deadlines
• Proficient in the use of Word, Excel and Outlook
• Experience in producing Quality Plans, Quality Management Review, maintaining QMS in a Contact Centre Environment (Six Sigma/COPC awareness is a great plus)
• Highly organised and pay particular attention to detail
• Experience of working in the outsourcing or contact centre sector (is a must)
• Experience of working in a multi-cultural environment would be an advantage
• Previous experience managing a team
• Knowledge of ISO 9000 series of Standards (particularly ISO 9001) is preferred.”

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