Senior Training & Quality Manager Cape Town, Western Cape

Senior Training and Quality Manager - Cape Town - South Africa Bringing smiles is what we do at TTEC… for you and the customer. As a Senior Training and Quality Manager working on site in Cape Town, managing across South Africa locations, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture. What You'll be Doing This role is ideal for an energetic and enthusiastic professional manager with a leadership flair and ability to drive and motivate others. This role leads the development and implementation of improvement plans for the individual(s), team(s) and site(s) under their umbrella of responsibility together with the local operational leadership teams. They do this based on data & learning needs analysis aimed at ensuring the right quality of service is achieved and remains consistent for our customers worldwide. You are responsible for direct management of a team of Customer Service Learning and Quality experts, with a strong and proven track record of driving and managing performance in the Quality and Learning field. This role is ideal for a self- motivated, energetic and enthusiastic Learning & Development leader with a passion for customer service. They have a proven ability to lead a team of learning and quality experts who are able to identify learning needs or performance opportunities, work in collaboration with a management team to build towards concrete performance objectives, as well as train and coach others. Responsibilities Drive site performance Partner and consult with the site operational leadership team to conduct a quantitative & qualitative analysis (holistically) of site / regional performance. Be accountable for creating and driving appropriate action plans with key stakeholders Quality solutions or plans to improve performance & close learning or knowledge gaps Looking holistically at the site KPI/indicators and understand the value-add/contribution T&Q (root-cause, deep-dive, collaborating with key leadership team and support staff). Develop Learning & Quality team Members - Observation team members' performance provide feedback and coach individuals to grow and develop, succession planning, development opportunities, coaching, feedback Drive execution of Quality Operating Model & Standards - Responsible for strategy and calibration indicators (Attendance and Accuracy for now while others may be added); Performance of agents' first 90 days - Provide Recruitment feedback on New Hire fit for hire with local recruitment. Accountability towards New Hire development during New Hire cycle Training Planning Assign resources to the training duties onsite and ensure it's being managed properly and work with scheduling and Facilities for appropriate resource requirements Desired Skills and Experience