Training And Quality Manager

• The Manager I Training is responsible for assisting with the analysis, scheduling, and implementation of all classroom and virtual training in support of assigned client programs to ensure superior workforce preparation. This role is responsible for a single client or multiple clients with multiple programs or lines of business which can be across multiple sites / geos or with high headcount.
• This includes supervising and developing Trainers who support their assigned portfolio. This position cultivates strong 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. In addition, this role is responsible to develop the Training department, aligning with the CNX standards, and supporting in mentoring and developing Supervisor /Sr. Supervisor Training.
• The Manager I, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses within a single site. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis, and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.

TRAINING:

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
• Conduct Train-the-Trainer sessions.
• Create and maintain an advisor training schedule.
• Accountable for achieving the training performance metrics incl. creating proactively action plans. Using the training monitoring tools efficiently and self-reliantly. Strong analytical skills and experience in root cause analysis tools. Able to bring client and CNX standards together and implement and evaluate CNX Standards (processes, tools, audits)
• Coordinate with the Quality Leadership and Operations on consistency issues.
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day formal interaction with clients incl. Business reviews.
• Recommend curriculum modifications to Training Manager or client based on internal feedback and/or Training Needs Analysis. May support internal/external Instructional Design team in designing and developing training materials considering the CNX standard for various instructional delivery methods including computer-based training, classroom/virtual training, and written job aids. Regular evaluations of the material, concept, and Training duration.
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to the enhancement of training resources and programs based on the results of the evaluation.
• Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization.

QUALITY:

• Supervise work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of the workgroup(s) by the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports' performance as well as overall team-level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on the execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes