Sr Supervisor Training Quality

4 weeks ago

Dubai, United Arab Emirates Concentrix Full time
About the job

JobTitle:

Sr. Supervisor, Training &Quality

JobDescription

The Sr. Supervisor,Training & Quality is responsible for assisting with theanalysis, scheduling and implementation of all classroom trainingand Transactional Monitoring in support of assigned client programsto ensure superior workforce preparation. They will supportTransactional Monitoring clients with multiple programs or lines ofbusinesses which can be across multiple sites/geos. This includessupervising the Evaluators and Trainers who support their assignedportfolio. This position cultivates client and departmentalrelationships resulting in reduced cost, continual performanceimprovement, and increased revenue. Responsible for the overalldirection, coordination, and evaluation of thedepartment.

EssentialFunctions/Core Responsibilities

  • Develop a department of well-trained,competent professionals who continuously improve the organizationand themselves
  • Drive initiatives to improve thequality of Training and Quality support provided at Concentrix byevaluating and improving internalprocesses
  • Evaluate consistency and accuracyamong trainers through observation and analysis of classevaluations
  • Create and maintain consultanttraining schedule
  • Evaluate levels of processand staff effectiveness and works with Business stakeholders tocreate and collaborate on execution of improvement actionplans
  • Conduct Coaching and Development sessionswith team members to drive continuousimprovement.
  • Develop strong workingrelationships with key Business stakeholders, internal andexternal
  • Oversee audits of key Training andQuality support processes within each account and recommendschanges
  • Administration of applicablecertification and training processes for staff up to and includinginternal and client requirements
  • Ensureeffective facilitation and coordination of calibration sessions;attend calibration or monitoring sessions asappropriate
  • Lead Training and Quality taskforces / action plans with Business stakeholders (Operations,Client, Account Management, and Resource Unitpartners)
  • Conducts analysis on Training andQuality performance and be responsible to identify trends,determine root cause, present findings both internally andexternally and lead corrective actionplans

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