Job Title :
Training & Quality, Manager II
The training & quality manager II oversees a group of training & quality manager I, and team leads to ensure that the product or service provided is performing acceptably.
The training & quality manager II assures that processes are consistent and meets both external and internal client expectations.
The training & quality manager ii is responsible for the training & quality manager I execution of established responsibilities within the department, and with internal and external clients.
The QA and training manager II must perform data analysis, measurement, and reporting and improvement recommendations on operational performance.
Essential Functions / Core Responsibilities
Manage the program team to achieve Training and Quality productivity goals and contractual requirements
Manage the training calendar to meet business and client needs
Provide effective personnel coaching and development to achieve and improve performance
Facilitate and maintain internal and client reporting cadence for training and quality functions
Drive and facilitate performance analysis, identify trends and make recommendations to drive ongoing performance improvements
Facilitate and / or participate in client meetings and internal and client calibration sessions as required
Support management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals
Support transition and implementation of new projects, as required
Perform team inspections as required to ensure we remain within compliance with requirements
Tenure of minimum one year in the company and current position.
Holds zero disciplinary actions in the past 6 months
Good performance, meeting main KPI’s (no active PIP’s)
Must have at least 4years or more in a Manager position
5+ years of experience in QA and Training related field
Experience working in business process operations
Ability to create important level presentations for Clients
Proven ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
Work well under pressure and follow through on items to completion while maintaining professional demeanor
Strong communication skills, both written and verbal
Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Demonstrated ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule
Location : Costa Rica- San Jose
Costa Rica- San Jose
Language Requirements :
Time Type : Full time