Job Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The Training and Quality Assurance Lead will be responsible for overseeing training initiatives by providing support and supervision, and ensuring production objectives and performance standards are met in accordance with IntouchCX and customer metrics. The ideal candidate will serve an active role in content creation for training policies, manuals, and other educational media to support learning and development initiatives. This role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.

As Training and Quality Assurance Lead, You Will…

• Promote an inclusive learning environment, with a focus on employee engagement and retention
• Provide coaching and development based on performance evaluations to direct reports
• Analyze trainee performance and trends
• Participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program
• Meet deadlines set by the client for various tasks such as business reviews, reporting obligations and project management
• Demonstrate an understanding of HR and local labor regulations
• Implement comprehensive professional development plans and training programs
• Provide direction for new training and professional development initiatives
• Uphold existing best practices of the training department, while developing and communicating new procedures as necessary
• Read, audit, and analyze technical information for action and analysis
• Manage admin and reporting tasks associated with the quality metrics
• Assist in providing actionable insights to the Operations team and client
• Partner with other support departments to achieve metric goals
• Assist in reviewing and maintaining calibration scores among the QA team
• Maintain and develop pertinent operational statistics, financial management information, and results reporting
• Support Business Development Initiatives and contribute to the design and implementation of client marketing plans
• Research any escalated issues thoroughly in order to co-deliver coaching opportunities to representatives with the Team Lead
• Report scripting problems or questions from callers to appropriate departments
• Distribute client and company related correspondence to all Representatives
• Perform other duties related to the role as assigned

As Training and Quality Assurance Lead, You Have…

• Post-secondary degree or certificate, preferably in Business Management (preferred)
• Minimum of 3+ years working in a learning and development function
• Must have at least 1-2 years of quality assurance experience
• Curriculum development or graphical & informational design experience
• Instructional design experience, including production and management of e-learning content
• Experience developing and managing training programs and measuring their impact / ROI
• Experience in contact center management and training (preferred)
• At least one year of experience in a leadership, supervisory, or coaching role
• Background in client relationship management and front-line supervisor development
• Availability to work graveyard, weekends, and/or holidays
• Willing to work overtime as determined by business needs
• Ability to travel internationally as needed
• Proficiency with G Suite and Microsoft Office applications
• Ability to learn and adapt to new systems as required by the role
• Resilient attitude and demonstrated adaptability
• Deep passion for collaboration and learning
• Recognized for bringing a successful and innovative approach in learning
• Engaging and successful communicator, speaker, and facilitator
• Strong business acumen and ability to make principled judgment calls
• Ability to work with advanced training tools and technology (CRMs, LMS)
• Ability to solve problems and offer suggestions in a positive developmental manner
• Intermediate knowledge of MS Excel, MS Word and MS Office required
• Listen attentively and to use call information to analyze and score calls to ensure compliance with performance metrics
• Ability to handle multiple tasks, details, and interruptions, including organizational and time management skills
• Effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds