Enablement Manager (Training & Quality)/ Quality Manager

DUTIES & RESPONSIBILITIES:

This includes connecting with trainers, supervisors and matrix partners, facilitating meetings, financial planning and completing analysis of results. The candidate will be asked to leverage existing partnerships with business contacts to help drive solutions that lead to success in completing the work aligned to the team.

Responsibilities:

• Manage 2-5 direct reports and 40+ Enablement staff members
• Lead quality performance coaching forums for specific call products
• Maintain and adapt to training model needs
• Comprehensive business knowledge to apply varying perspectives when developing solutions
• Create complex visuals for review by all levels of leadership
• Work in a matrix environment and interact or present to all levels of leadership
• Excellent written and oral communication skills
• Hosts and engages audiences when leading meetings

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.

COMPETENCY REQUIREMENTS:

• Ability to participate and influence project decisions
• Highly developed decision-making and problem-solving skills
• Strong written and verbal communication skills
• Ability to handle multiple assignments, projects and deliverables simultaneously
• Ability to work under pressure with flexible hours
• Ability to manage in a virtual environment
• Proven relationship building
• Ability to work cross functionally and think about big picture impacts

Education: Bachelor's degree or equivalent work experience.

Experience: Background in BPO Training & Quality Operation is an advantage

At least 6-7 years experience in the same line of work.