Training And Quality Manager

As the Manager for LS & CE, you will be responsible for overseeing LS & CE Team Leads to ensure tasks and responsibilities are carried out effectively and efficiently. Your role will involve designing and implementing 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 maintaining high customer experience standards. Supporting a ratio of more than 500 frontline FTEs will be a key aspect of your role. Key Responsibilities: - Coach and develop CE & LS Team Leads through regular coaching sessions - Identify team strengths and create customized action plans for improvement - Collaborate with other departments to align with company and business strategies - Design and implement action plans, policies, and procedures to ensure high CSAT performance - Participate in internal and external meetings to discuss trends, action plans, and drive process innovation - Manage client communication and serve as the point of contact for aligning Quality Assurance and business strategies - Design improvements in departmental structures to provide career opportunities and growth for CE staff - Monitor departmental morale, maintain open communication, and assist in resolving concerns faced by CE team members Qualifications Required: - Bachelor's degree is mandatory - Minimum of 10 years of overall experience - At least 5 years of experience as a Training & Quality Manager If you 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, and are proficient or comfortable with MS Office and Google Sheets, Docs & Slides, please reach out to richa.gupta@telusdigital.com for this exciting opportunity.,