Director of Operational Excellence, Training and Quality (BPO)
Full-time
Director/C-Level
9 months ago
ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced DIRECTOR FOR OPEX, TRAINING AND QUALITY to join our rapidly expandin..
ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced DIRECTOR FOR OPEX, TRAINING AND QUALITY to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!
Roles and Responsibilities:
- ·      Implement and maintain a culture of continuous improvement throughout the organization.
- ·      Develop and implement training programs to ensure successful adoption of new processes.
- ·      Communicate and interact effectively and develop credibility and trusted mutually respected relationships with clients, agents, leaders, and team members
- ·      Developing and implementing quality assurance policies and procedures to ensure all BPO services meet or exceed the quality standards required by the clients.
- ·      Supervise a team of Quality Analysts in conducting quality inspections, audits and checks.
- ·      Design, develop, and deliver training programs that address both new employee onboarding and ongoing skill development.
- ·      Conducts analysis on training implementations and is responsible for identifying trends, determine root cause, present findings both internally and externally and lead corrective action plans.
- ·      Developing training deliverables and programs based on audit results, questionnaires, surveys, changing procedures and feedback from agents, SMEs, Leaders, and trainers.
- ·      To work closely with various departments to identify opportunities for collaboration and process improvement.
- ·      Prepare and present reports to clients, highlighting achievements, challenges, and areas for improvement.
- ·      Establish and monitor key performance indicators (KPIs) related to quality assurance and training.
- Prior experience on a Senior Manager or Director level position within Training and Quality
- 3+ years of experience managing the overall Training/QA process ideally for a BPO or similar company
- Solid experience in BPO Operations, Operational Excellence, Training and Data analysis
What can we offer you?
- Competitive salary and benefits
- Health Insurance with free dependents*
- 10%-night differential
- Attendance Bonus
- Paid time off
- Convertible to cash leave credits
- Performance Appraisal
- Work-life balance
- A focus on growing your career path with us
- We encourage you to follow your passions and learn new skills
Our commitment to you
- Strong culture and values-driven leadership
- We create opportunities for you to learn and grow at any stage of your career
- Continuous learning and innovation
- We foster an all inclusive environment where everyone thrives
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