Job Description
Title - Manager Training & Quality
Location - Melbourne, Australia.
Salary - As per industry standards.
Job Summary
Manager – Training & Quality is responsible for developing and implementation of new hire training, business skilling & quality framework & strategy for the external client that helps manage performance, reduce risk and increase value for the client and FSL.
5-6 years experience in Training & Quality . 2-3 years Telecom experience .
Principal Duties/Responsibilities
Key Deliverables
Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
Proactively identifying trends, producing root cause analysis and providing solutions to ensure quality delivery of business goals
Develop & implement standard quality methodology to include guidelines, policies and procedures for the assigned client
Manage culture and process training to the new hires or training sessions and refresher trainings on the floor or Virtually (Teams application) or face to face in the training room.
Develop & implement standard training methodology to include guidelines, policies and procedures for the assigned client
Planning and organising training needs for existing and new business
Timely review of Training curriculum through optimisation and implementation of digital learning .
Work with the Operations lead and managers to identify gaps and implement plans to close and improve
Ensure that the QA & training framework is robust and helps in efficiently managing performance
Lead Service Quality team through FSL values and quality principles of Lean & Six Sigma.
Apply lean six sigma, business acumen, leadership, change management
Review and present regular management information on quality measures and improvements
Manage and oversee the development of the existing Quality teams
Meet KRA’s as agreed and any that may get added due to business needs
Constructively challenge the organisation to constantly improve operational capability and performance
Capacity Management
Location - Melbourne, Australia.
Salary - As per industry standards.
Job Summary
Manager – Training & Quality is responsible for developing and implementation of new hire training, business skilling & quality framework & strategy for the external client that helps manage performance, reduce risk and increase value for the client and FSL.
5-6 years experience in Training & Quality . 2-3 years Telecom experience .
Principal Duties/Responsibilities
Key Deliverables
Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
Proactively identifying trends, producing root cause analysis and providing solutions to ensure quality delivery of business goals
Develop & implement standard quality methodology to include guidelines, policies and procedures for the assigned client
Manage culture and process training to the new hires or training sessions and refresher trainings on the floor or Virtually (Teams application) or face to face in the training room.
Develop & implement standard training methodology to include guidelines, policies and procedures for the assigned client
Planning and organising training needs for existing and new business
Timely review of Training curriculum through optimisation and implementation of digital learning .
Work with the Operations lead and managers to identify gaps and implement plans to close and improve
Ensure that the QA & training framework is robust and helps in efficiently managing performance
Lead Service Quality team through FSL values and quality principles of Lean & Six Sigma.
Apply lean six sigma, business acumen, leadership, change management
Review and present regular management information on quality measures and improvements
Manage and oversee the development of the existing Quality teams
Meet KRA’s as agreed and any that may get added due to business needs
Constructively challenge the organisation to constantly improve operational capability and performance
Capacity Management
💡 Quick Summary
Seeking a career-building opportunity? The Manager | Training Quality position is now open for candidates interested in the BPO Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.