Training and Quality Manager II

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Job Title Training and Quality Manager II Job Description A manager profile proficient in Training and Quality domain with international voice experience Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations Key Responsibility Responsible for managing the training function End to End for multiple LOBs / Sites / Locations within the process Plan, observe and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring and workshops Align Trainersroster weekly to provide maximum coverage for tasks such as New Hires transaction monitoring, coaching completion and Refresher Trainings Assess Trainersfacilitation skills during classroom training sessions and provide feedback Govern Trainer calibration sessions on product knowledge Supervise training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, refresher training coverage) Conduct monthly one-on-one feedback sessions with Trainers Manage new hire and teams early warning system and retention Support trainers during the Nesting phase and ensure all the activities are performed as per the standard process and procedure Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post-performance to show any improvement Collect Data and perform analysis and RCA on metrics and publish reports accordingly Training Performance Management Training Reporting and Analysis Process Improvement Projects Engage self and team members in learning / upskilling, create succession plans and ensure continuous development of team members Recommend changes / improvisation of Training modules basis various changes in the business Maintain and update the Training module to measure efficiency & effectiveness Drive various projects with measurable improvements to improve 090-day performance on the ground Create and deploy a rigorous change management process for all product updates both major and minor Desired Skills Knows, understands and appropriately applies technical / soft skills, methods and processes required for the role Keeps current with new and (or) updated program information, trends and development in the field Must be a confident communicator and presenter Strong writing, editing and professional publishing skills are essential, including the ability to present concepts verbally Ability to facilitate classroom training sessions Ability to engage participants while in training Ability to ask the right questions to gauge learners / participants Ability to present information using MS Word, PPT, Excel Ability to coach individuals to bring positivity and motivate to perform even better Embed Concentrix culture through coaching / mentoring Ability to interpret and analyze data and read inferences for planning and decision-making purposes for improvements in training Disclaimer 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor any other kind of fees in exchange for offer letters from Concentrix Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities' Location: India Hyderabad, Telangana Language Requirements Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Apply Now