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Senior Training and Quality Manager

3 months ago

Durban, KwaZulu-Natal, South Africa Webhelp Full time

Job Advert Reimagine your career**Join our team as a Senior Training & Quality Manager and be responsible for delivering exceptional training and maintaining high-quality standards at Concentrix + Webhelp.

With game-changers in over 70 different countries, we celebrate our differences and embrace what makes you unique.

Imagine being a part of a company that supports each other's success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.


In this Senior role, based in our dynamic Durban team, you'll shape and execute our Training and Quality strategy, ensuring it aligns with our best practices.

Your expertise will be crucial in developing and guiding the Quality and Training Managers to deliver outstanding results.


Your impact will be felt through your focus on quality assurance, elevating the effectiveness of our training programs, and identifying key trends to enhance the client experience.


What you will do in this role
As a Senior Training & Quality Manager on Durban our team, you'll be:

  • Overseeing the management and implementation of necessary Quality Frameworks and Structures for all customer contacts across managed accounts
  • ensuring consistency and alignment of approach
  • Line management of Training & Quality Manager(s)
  • Directing and supporting team with implementation of business Quality Model on new & existing accounts
  • Ensuring that regular coaching, management development training and observations have taken place
  • Ensuring team adherence to best practice Quality model and approach through regular review and appropriate governance/checks & balances in play
  • Performing risk analysis, mitigating business and customer exposure
  • Ensuring that stakeholder requirements are identified, delivered and met within agreed time frames
  • Leading Training & Quality performance update & action plan at operational/client governance meetings such as MBR, QBR, client engagement sessions

Your qualifications
Concentrix + Webhelp is a great match if you have:

  • The ability to work USA working hours
  • Strong interpersonal skills, with the ability to engage with & positively influence stakeholders at all levels across our business and clients
  • A minimum of 2 years' experience as a Quality/Training Manager, leading and inspiring a team with relevant people management experience across multiple accounts, work streams and locations
  • Advanced MS Office skills. Lean Six Sigma certified, mandate Green Belt, preferred Black Belt
  • Knowledge of ISO9001 standards
  • Confident producing insightful TNAs and TNIs and presenting at senior management level
  • Indepth knowledge of Content Moderation methodology and different Sampling approaches in the industry
  • Indepth knowledge and experience of Training assessment and evaluation methods
  • Experience of working with variety of Quality frameworks and processes including design & implementation of Learning and Development framework
  • A track record of driving performance improvements via actionable Training & Quality insights
  • Advanced MS Office skills
  • Lean Six Sigma certified (advantageous)
  • A strong background of applied coaching methodology for both deductive and inductive purposes
Please note that the appointment will be made in line with the in line with the company's EE Plan.

Job Reference:
SA02902