Money.pl Praca praca Łódź Training & Quality Manager
Nazwa firmy Capita (Polska) Sp. z o.o
Stanowisko Training & Quality Manager
Kategoria Kontrola jakości
Lokalizacja Łódź
Termin ważności: 2019-10-10
Link do oferty więcej (w nowym oknie)

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Oferta pracy Training & Quality Manager

Opis stanowiska:

Capita is a leading business services provider with over 70,000 employees, operating in the UK, Europe, India and South Africa. Capita Polska supports clients across a range of sectors, including education, transport, health, life and pensions, insurance, and other private and public sector organisations. Recognised as most dynamically developing BPO in Poland, awarded by Outsourcing Stars and CEE Awards.

 

We are currently looking for talented individuals to grow with our team as:

Training & Quality Manager

Workplace: Lodz (Other company & client locations as needed)
Department: Finance and Accounting
Reporting to: Head of Training & Quality and F&A Service Delivery Manager

 

As Training and Quality Manager you will be responsible for:

 

Main Areas of Responsibility:

  • Management of a team of Quality Analysts, Complaints Specialists and Performance coaches.
  • Quality & Coaching - co-ordination of staff mentoring, to include regular performance reviews and coaching.
  • Coach & develop a high performing team responsible for independent reviews of operational activities.
  • Conflict management and mediation where applicable.
  • Develop, co-ordinate, execute and implement training manuals and training schedules with the support of their team. 
  • Maintain document control in line with compliance requirements - Review and validate process maps, manuals, procedures and processes.
  • Create and maintain adequate certification process of new joiners.
  • Regularly assess performance, giving feedback and assessing training needs.
  • Co-ordination of extensive Quality monitoring across a number of mediums. 
  • Analysis of Quality statistics to drive improvements.
  • Analyse individual and team metrics to determine focus areas of training and coaching for individuals and the entire operation.
  • Drive Escalation Query Management.
  • Responsible for delivery of change management in relation to Quality as identified through standard processes.
  • Drive Operational & client reporting on a daily, weekly, monthly basis. 
  • POC for client interactions in relation to Training & Quality. 
  • Collaboration with L&D and coaches to deliver positive changes within the Operations. 
  • Collaboration with all levels of management to deliver better outcomes. 
  • Support the operation in delivery of their KPIs. 
  • Ad hoc duties as required to support the Operation and drive improvements. 
  • Communication and delivery of a high performance culture through Quality.

You are a perfect candidate if you:

  • Experience in a Training and/or Quality environment is desirable.
  • Previous management experience is desirable. 
  • Experience in coordinating training and evaluation of staff performance against training provided.
  • Experience in dealing directly with clients and delivering positive outcomes. 
  • Excellent organisational and time management skills. 
  • Excellent communication skills both oral & written in English and Polish.
  • Excellent analytical skills & proficiency in Microsoft Office. 
  • Confident in presenting to both small and large groups.
  • Knowledge and experience in contact centre processes and technologies.
  • Aptitude for learning and constant improvement. 
  • Attention to detail. 
  • Ability to perform well under pressure. 
  • Ability to multitask with a sense of prioritizing tasks.
  • Providing performance feedback. 
  • Ability to motivate others to deliver better outcomes while embodying the Capita core Values.

 

If you are interested, please send your CV in English by clicking "Aplikuj teraz" button.

 As Training and Quality Manager you will be responsible for:

It is noted that the basis for the processing of your personal data in this recruitment process is your voluntary consent. For these reasons we would like to ask you to append the following consent clause to your application documents:
? I hereby freely and consciously give my consent to the processing of my personal information by Capita (Polska) Sp. z o.o. with its registered seat at ul. Lubicz 23, 31-503 Kraków, as a data controller for the purpose of recruitment to the position of Customer Operations Representative for a period of 6 months from the date of sending my CV. I am aware of the possibility to withdrawal my consent at any time and that the withdraw does not affect the legitimacy of the processing that was conducted prior to the withdrawal.
Moreover, it is noted that in case of your wish to participate in future recruitment processes, it is compulsory to additionally append the following consent clause to your application documents:
? I hereby give my consent to the processing of my personal information by Capita (Polska) Sp. z o.o. with its registered seat at ul. Lubicz 23, 31-503 Kraków, as a data controller for the purpose of future recruitment processes for a period of 12 months from the date of sending my CV. I am aware of the possibility to withdraw my consent at any time and that the withdrawal does not affect the legitimacy of the processing that was conducted prior to the withdrawal.

 

 

 

  • Źródło oferty: Absolvent.pl
  • Link do oferty: więcej (w nowym oknie)
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