Training & Quality Manager

Job description

We are seeking a Training and Quality Manager to lead and oversee the development & execution of training programs across our contact center and field teams and oversee quality control for the contact center. Key Responsibilities: • Develop, implement, and manage training programs for both contact center employees (customer service, loan collections, sales) and field employees (sales, and loan collections). • Lead a team of trainers, ensuring they are equipped to deliver high-quality training both in a classroom setting (for contact center) and via virtual calls (for field teams). • Oversee content creation for training modules, ensuring materials are up-to-date, engaging, and aligned with business objectives. • Ensure timely onboarding for new employees, along with regular refresher training to reinforce skills. • Identify evolving learning needs for contact center and field teams, tailoring programs to address these needs. • Define, track, and manage Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for trainers, ensuring continuous improvement in delivery. • Manage the Quality Control team, ensuring quality standards are met for call interactions across customer service, sales, and collections. • Ensure that the Quality control team conducts regular call audits. Analyze their performance data, and provide actionable feedback to quality executives to improve call handling. • Collaborate with leadership teams to integrate training and quality initiatives with broader organizational goals. • Drive a culture of continuous learning and quality excellence. Qualifications: • Bachelors degree • Minimum of 5 years of experience in training and/or quality management, ideally within a contact center or field sales environment. • Proven leadership skills, with experience managing teams of trainers and quality analysts. • Analytical mindset with the ability to track performance, analyze data, and derive insights for continuous improvement. • Excellent communication and interpersonal skills, with the ability to engage and influence across all levels of the organization. • Proficient in using learning management systems (LMS), virtual training platforms, and performance tracking tools.