Job Title:

Sr. Manager Training & Quality Costa Rica

Job Description

The Senior Manager Training & Quality is responsible for the overall direction, coordination and evaluation of the Training and Quality functions for assigned clients / programs, supervising junior managers, and managers. Develop comprehensive processes with appropriate linkages to organizational and operational efficiencies, effectiveness and contributing to business scorecard outcomes. Ensure compliance to client Training and Quality measures and sales/service performance and manage overall operation of Training and Quality Teams across multiple verticals, clients with programs across multiple sites or geographies within those verticals.

Job Description 

Essential day-to-day job duties and responsibilities will include: 

Manage a team of Training and Quality Managers and comply with the verticals of investigators, Finance, Retail, Healthcare and Technology teams. 

Take a role in the quality function for Operations (OPS) working closely with Training and other stakeholders. 

Data Mining / re-audits for quality metrics, create team level reports and share outlier analysis with Operations (Ops) team. 

Perform analytical deep dives based on data mining to develop interpretive insights; conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions. 

Work closely with Ops team to identify tool / language barriers which are impacting associate and customer experience. 

Support new product/logo development and/or design changes in coordination with management, project leaders, & project team. 

Develop, establish and review Quality and Training procedures, standards and specifications. 

Standardize SLAs and ensure execution according to customer and operational needs. 

Monitor performance through data gathering and create statistical reports. 

Investigate causes of quality problems, suggest changes, propose solutions, and create strategies for execution. 

Analyze the department’s needs to develop innovative programs or modify and improve existing ones. 

Execute periodic round tables with Trainees, Trainers, Quality Agents, Operations, and Clients for process improvements with cost-effective alternatives. 

Identify opportunities for automation to improve efficiencies. 

Periodic monitor of Training Instructor performance and effectiveness of training programs 

Perform employee development and administrative supervision of Team Leads and direct reports. 

Develop the department’s scorecard with measurement of demonstrable results. 

Participates and leads in strategic and operational planning sessions for the organization’s development 

Looks to reduce waste and increase efficiency. 

Location:

CRI San Jose - US Embassy

Language Requirements:

Time Type:

Full time

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