Training And Quality Manager

The Manager for LS & CE oversees LS & CE Team Leads to ensure tasks and responsibilities are carried out effectively and efficiently. You will design and implement career development plans for each role to maximize client, operational, and personal effectiveness. Additionally, you will be responsible for onboarding new hire team members through new hire classes, conducting quality analysis, reviewing and approving recommendations to enhance service quality and maintain high customer experience standards. You will be supporting a ratio of more than 500 frontline FTEs. Your role will involve coaching and developing CE & LS Team Leads through regular and consistent coaching sessions. You will identify team strengths and create customized action plans to address areas for improvement while documenting development and progress effectively. Collaboration with other departments to align with company and business strategies will be encouraged. You will design and implement action plans, policies, and procedures to ensure high CSAT performance as directed by Management. Active participation in internal and external meetings such as WBR, MBR, QBR, YBR, etc., will be essential to discuss trends, action plans, and reinforce strengths. You will provide recommendations for solutions and drive process innovation. Ensuring proper usage of Verint/Training LMS tool, self-training on all available versions, and maintaining communication with IT and TI POC to report any outages will be part of your responsibilities. Keeping data updated to meet recording percentage requirements according to the client SOW and ensuring effective team training and tool utilization will also be crucial. You will manage client communication and serve as the point of contact for aligning Quality Assurance and business strategies. Contribution as a partner in developing process improvements between TELUS International and the client will be expected. Collaboration with Operations and Workforce to determine FTE forecasts, new hire training scheduling, and maintaining support-to-agent ratios as per agreements or SOW will be necessary. Handling headcount requisition and ensuring promotions and movements are processed will also fall under your purview. Designing improvements in departmental structures to provide career opportunities and growth for CE staff, monitoring departmental morale, maintaining open communication through regular group discussions, and assisting in resolving concerns faced by CE team members will be key aspects of team management. You should possess excellent communication and interpersonal skills, strong leadership and team management abilities, excellent problem-solving and conflict resolution skills, and the ability to analyze data and make strategic decisions. Proficiency or comfort with MS Office and Google Sheets, Docs & Slides is required. Eligibility criteria include a mandatory Bachelor's degree, a minimum of 10 years of overall experience, and at least 5 years of experience as a Training & Quality Manager. If you meet these qualifications and are interested in this position, please reach out to richa.gupta@telusdigital.com.,