Onsite Senior Manger of Training & Quality Assurance

Overview

Compensation: $68,000 - $78,000 salary

 

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.

 

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

 

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

 

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. 

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. 

 

Equal Opportunity Employer 

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

 

Purpose

Responsible for managing a team of QA Assurance Analysts, Trainers, Senior Trainers and Assistant Training Manager to drive achievement of performance, quality, end-user satisfaction and other key operational metrics. They are responsible for end-to-end training requirements of their respective accounts or lines of business (LOB). Support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly

 

 

Responsibilities

Your Responsibilities

• Responsible for identifying training needs of the account / LOB, and design, plan, and implement training programs to meet those needs
• Periodically review training content and make changes as appropriate to keep them current, accurate,
• and effective.
• Participate in the Training team’s recruitment, selection, training & evaluation process.
• Measure, track, govern and report training milestones and goals for the account.
• Supervise day to day working of employee span reporting to them.
• Conduct timely and effective performance assessments and coach or mentor team members to achieve
• their individual and team goals.
• Plan and deliver initiatives like Train the Trainer and Trainer Calibrations.
• Ensure BEST T&D compliance within their scope.
• Keep themself up to date with the latest industry and training practice trends.
• Proactively identify problems and opportunities that can be improved through training interventions
• (Training Needs Analysis).
• Carry out vendor management to identify and engage with external training providers for specialist
• training programs.
• Facilitate training sessions as needed.
• Co-operate with senior management in all aspects of continuous improvement and total quality
• management in their area of responsibility
• Manage the quality team’s daily, weekly and monthly call monitoring quotas for multiple site
• Ensure accurately compiled, distributed and analyzed daily, weekly and monthly QA reports by set deadline
• Provide development and support to QA monitoring staff
• Attend TP and client meetings and functions as assigned
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Ensure all QA Analyst reporting and communication requirements are met
• Participate in any new policy training to ensure all policies are understood

Qualifications

Qualifications

• Higher, secondary specialized education, Bachelor’s degree is preferred
• 3+ years of experience in Training in a client or service delivery environment
• 2+ years of working experience in Trust & Safety domain and client relevant product and policy knowledge (for external hires)
• Hands on advanced knowledge of MS Office too

• Analytical and problem solving skills
• Ability to analyze and identify agent trending
• Ability to analyze and identify opportunities in customer feedback
• Ability to assess individual and team performance
• Advanced troubleshooting skills
• Strong written and verbal communications skills
• Strong leadership skills
• Highly productive
• Excellent organizational and time management skills
• Excellent verbal and written communications skills
• High level of expertise in company and client policies, tools, applications and practices
• Experience with creating or compiling reports using various sources of data
• Must be extremely detail oriented with the ability to develop thorough corrective and preventative plans
• Must be extremely articulate and present a professional image as this position will have contact with clients and other departments
• Experience with standard business applications including MSOffice (Excel experience a must)
• Strong team building and leadership skills focused on production oriented goals
• Able to work independently and manage multiple priorities in an ever changing environment

 

Required Skills

BEST Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy 

 

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.