Training and Quality Manager

About IntouchCX

Intouch

CX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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

• Proactively solicit and provide feedback by being honest and transparent
• Plan, develop and implement comprehensive professional development and training plans
• Promote an inclusive learning environment and facilitate staff meetings
• Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
• Provide coaching to global staff in quality assurance and training to support superior performance
• Responsible for the effective selection, development, supervision, evaluation and training of direct reports
• Perform routine audits and track call performance
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
• Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
• Assign and monitor 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 any training and/or quality performance issues and elevate them to the Operations Manager, as appropriate
• Work with client and Operations Manager to perform corrective action
• Deliver corrective disciplinary, up‑skilling and coaching action as appropriate, and per company policy

• 3+ years of 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