Vice President of Training & Quality Assurance Solutions February 15, 2024
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - We are seeking a Vice President of Training and Quality Assurance Solutions to deliver extraordinary results for our clients, while working closely with multiple departments to ensure key metrics are achieved. We're looking for a leader who has the vision, experience, and passion to contribute to our culture and the success of our clients.
As Vice President of Training and Quality Assurance Solutions, You Will… Evaluate, select, and manage testing Quality tools to ensure consistency and efficiency in testing practices. Stay abreast of industry trends and emerging technologies to guide tool selection. Implement comprehensive professional development plans and training programs Ensure proficient training and staff development is achieved across all teams Provide honest and transparent quality assurance coaching to global teams Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations Provide direction for new "best in practice" training and professional development initiatives Promote an inclusive learning environment, while enhancing positive employee engagement Develop cost-effective programs with a variety of measures Evaluate performance of direct reports Supervise and mentor staff to complete assigned projects and tasks within given timelines Drive "best practices" in all areas of responsibility Motivate and inspire teams, while building trusting relationships throughout the organization As Vice President of Training and Quality Assurance Solutions, You Have… Post-secondary diploma or degree with a major in a related field 5+ years of experience in contact center leadership, including cross-functional teams/groups Experience with adult learning principles and training methodologies (ILT, eLearning, etc.) Excellent communication skills: listening, verbal, and written Superior analytical skills, problem solving, and decision making skills The ability to manage significant, ongoing change and business growths Exceptional organizational and time management skills with the ability to multitask and prioritize Understanding of continuous improvement plans Demonstrated, progressive leadership and management skills, preferably in a contact center environment Experience leading teams in a global capacity Valid travel documents for international travel #J-18808-Ljbffr
