Senior Training and Quality Manager

2 months ago


Cape Town, Western Cape, South Africa TTEC Full time
Senior Training and Quality Manager

At TTEC, we're looking for a seasoned professional to lead our training and quality initiatives in Cape Town, South Africa. As a Senior Training and Quality Manager, you'll be responsible for driving site performance, developing learning and quality teams, and implementing quality operating models and standards.

Key Responsibilities:
  • Drive site performance by partnering with the site operational leadership team to analyze performance data and develop action plans.
  • Develop and implement quality solutions to improve performance and close learning gaps.
  • Lead the development of learning and quality teams, providing feedback, coaching, and succession planning.
  • Drive the execution of quality operating models and standards, including strategy and calibration indicators.
  • Provide recruitment feedback and support new hire development during the new hire cycle.
Requirements:
  • Minimum 1 year call center or equivalent work experience.
  • Excellent written and spoken English communication skills.
  • Excellent interpersonal and organizational skills.
  • Able to work independently and as part of a team.
  • Meticulous attention to detail and ability to work cooperatively with diverse backgrounds.
  • Receptive to feedback and able to self-motivate and manage own time.
  • Ability to facilitate quality calibrations and partner with global learning teams.
What We Offer:
  • A supportive and inclusive culture.
  • A global team of curious lifelong learners.
  • A great compensation package and performance bonus opportunities.
  • Tuition reimbursement and wellness and healthcare benefits.


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