Quality and Training Manager

WEBHELP ÇAĞRI MERKEZİ VE MÜŞTERİ HİZMETLERİ A.Ş.

As a Quality & Training Manager at Webhelp Turkey you work in a critical role where you are responsible for maintaining high quality standards and develop both individual instructors and the project as a whole from a training and quality perspective. There are high demands on the ability to analyze and implement actions aimed at improvement. It is necessary that you understand the production, quality and efficiency objectives, have a deep knowledge of procedures and understand drivers of various metrics. You enjoy and are positive towards developing our employees and give them the very best chance to succeed in reaching their goals
 
 
Qualifications:

• Bachelor Degree in equivalent branch 
• At least 3 years of experience in Training & Quality Departments 
• Proficiency in Client-based applications, operating systems and hardware 
• Demonstrated verbal and written fluency in English 
• Good knowledge of MS Excel 
• Knowledge and experience working with training in general
• Ability to calibrate transaction evaluations towards a gauge
• Analytical skills, working with data
• No Military Obligation for Male Candidates

İŞ TANIMI

Job Description:

• Developing business partnership with the Client Quality & Training Organization 
• Leading, managing and developing a team of Quality Coaches & team of Instructors, including performing observations and providing feedback and coaching.
• Working closely together with operations and team management to ensure alignment of actions and focus.
• Process deployment and control. 
• Analyzing team, LoB and site level data, finding areas of opportunity and address through effective action plans.
• Ensuring calibration through participation in internal gauge panel and acting as calibration lead internally.
• Participation in Quality Review Meetings, Support Champs Meetings and similar with the client.
• Lab equipment readiness.
• Participation in internal calibration gauge panel. 
• Ensure training room and equipment readiness. 
• Setting up and maintaining records in internal and external LMS tools