Job Title:

Supervisor, Training & Quality

Job Description

The Supervisor, Training & Quality is responsible for assisting with the analysis, scheduling and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation. They will support Transactional Monitoring clients with multiple programs or lines of businesses which can be across multiple sites/geos. This includes supervising the Evaluators and Trainers who support their assigned portfolio. This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.Provides administrative supervision for direct reports.Manages payroll, performance improvement plans, and disciplinary actions as needed.Conducts regular reviews of training procedures, quality standards, and operational specifications.Ensures Service Level Agreements (SLAs) are met in alignment with client and operational needs.Identifies quality and training opportunities within current programs to drive continuous improvement.Detects automation opportunities to enhance operational efficiency.Maintains active communication with Clients and Operations to lead key quality and training initiatives.Leverages tools and networks to support business improvement and performance management.Participates in strategic and operational planning sessions to support organizational development.Organizes roundtable discussions with agents, trainers, and support teams to foster collaboration.Sets weekly goals, including deliverables and timelines, to ensure accountability and progress.Proactively identifies potential risks and implements appropriate mitigation actions.Takes ownership of the execution, escalation, and prioritization of key departmental deliverables.

Location:

CRI San Jose - Jacks

Language Requirements:

Time Type:

Full time

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