Title:  Head of Quality & Training

Job Purpose

The Quality & Training Section Head is responsible for overseeing the quality assurance and training programs within the call center. This role ensures that customer interactions meet AMG's quality standards and that employees are well-trained to provide exceptional service.

Technical Accountabilities

Quality Assurance:

1. Develops and implements quality assurance policies and procedures to ensure consistent quality standards.
2. Monitors and evaluates customer interactions to ensure compliance with quality standards.
3. Analyzes call center data to identify trends and areas for improvement.
4. Provides feedback and coaching to call center agents to enhance performance.
5. Prepares and presents quality assurance reports to senior management to keep them informed of quality metrics.

Training & Development:

6. Designs training frameworks for new hires and existing employees to ensure they are well-equipped for their roles.
7. Leads the development of the training materials, including manuals, e-learning modules, and workshops and ensures the up-to-date materials to provide comprehensive training resources.
8. Conducts regular training needs assessments to identify skill gaps and address them effectively.
9. Collaborates with stakeholders to ensure training programs align with business goals.
10. Evaluates the effectiveness of training programs and makes necessary adjustments to ensure continuous improvement.

Administrative Accountabilities

Leadership & Management:

1. Leads and manages the quality and training team to ensure effective team performance.
2. Sets performance goals and conducts regular performance reviews to ensure team members meet their objectives.
3. Stays updated on industry best practices and incorporates them into the call center's quality and training programs to ensure the call center remains competitive.

Knowledge, skills and abilities (KSA's)

• Bachelor’s degree in business administration or a related field.
• Proven 7 years of hands-on quality assurance and training experience within a call center preferable BPOs.
• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and reporting tools.
• Ability to design and deliver effective training programs.
• Skills & Competencies:
• Attention to detail and strong analytical skills.
• Ability to work under pressure and meet deadlines.
• Strong problem-solving and decision-making abilities.
• Proficiency in call center software and quality monitoring tools.
• Knowledge of industry regulations and compliance standards.