Quality Assurance & Training Assistant Manager

About the Job

We are seeking a Quality Assurance / Training Assistant Manager to deliver extraordinary results for our clients. Working closely with the Quality Assurance/Training Manager and multiple departments, this role is responsible for supporting management, assisting with identifying areas of opportunity, delivering solution plans, coaching team members, and ensuring key metrics are achieved. We’re looking for a collaborative leader who has the experience and passion to contribute to our culture and the success of our clients.

As Quality Assurance/Training Assistant Manager, You Will…

• Support the QA/Training Manager in daily operations and team oversight

• Assist in planning, developing, and implementing professional development and training plans

• Promote an inclusive learning environment and facilitate staff meetings

• Help drive new initiatives and foster best practices in training and professional development

• Provide coaching to global staff in quality assurance and training to support superior performance

• Assist with the selection, development, supervision, and evaluation of direct reports and team members

• Conduct routine audits, assist with quality reviews, and track call performance

• Serve as a Subject Matter Expert (SME) to provide insights on behaviors, patterns, and quality compliance to Managers

• Assist with or conduct training to keep the team updated on changes that may occur in information or procedures

• Assist in monitoring workload and performance of Trainers and Quality Analysts

• Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations

• Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned

• Identify and document training or quality performance issues and escalate them to the Manager, as appropriate

• Work with clients and Operations/Training Managers to assist with corrective actions

• Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy

As Quality Assurance/Training Assistant Manager, You Have…

• 2+ years of supervisory or leadership experience, preferably in the customer service industry

• Post-secondary education preferred

• Demonstrated, progressive leadership and management skills, preferably in a contact center environment 

• Experience leading teams in a global capacity

• Experience working in a fast paced environment across multiple locations globally

• Strong verbal and written communication skills

• Exceptional organizational and time management skills – must be able to multitask and prioritize

• Superior analytical skills, problem solving and decision making skills

• Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)

• Understanding of continuous improvement plans

• Good understanding of business acumen

• Independent thinker

• Excellent presentation skills