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Service Training and Quality Manager Luton in Luton, GB at Concentrix

Date Posted: 2/20/2018

Job Snapshot

  • Employee Type:
  • Location:
    Luton, GB
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Service Training and Quality Manager
Location:               Luton, United Kingdom
Reports to:           Head of Training & Quality
Join us now for a high-level role in our centre of excellence across from the London/Luton Airport in the United Kingdom!
•         Work, in conjunction with the Service Operation, Training and Quality Management Team to set and deliver strategic T&Q vision for the organisation
•         To work in collaboration with the Service Operation, Training and Quality Team to support the development of all operational staff, through the provision of coaching, support and feedback
•         To work closely with Business Managers and Clients to agree the T&Q requirements for each contract and to ensure effective delivery on allocated contracts, and input into other contracts to support as required
•         To ensure effective management and development of Training and Quality staff allocated
•         To manage relevant client communications (VTM; QBR; MBR; reports)
•         To work as part of the implementation project team to ensure effective delivery of new business contracts into Concentrix, including participation in Sales proposal process and scoping visits
•         Support and lead Delivery Excellence projects.
•         Liaise with Organisation Development and Coaching
•         Support a knowledge sharing culture within Concentrix through involvement in knowledge management processes.
•         Ownership of companywide certifications
•         Agreement with Business Managers on Training and Quality requirements for contracts, and ensure delivery of these services
•         Delivery of quality and coaching requirements covering each language, skill and channel supported
•         Strong emphasis on training ability including techniques, and motivational coaching.
•         Creating and delivering client specific and development training
•         Communication with Clients as required
•         Participation in relevant VTMs and business reviews
•         Interpreting and analysing information to identify business improvements
•         Involvement in implementing Business Improvement initiatives across the business
•         Involvement in sales proposal process, e.g. input into RFPs
•         Participation in scoping visits and implementation of new business
•         Liaising with Organizational Development and Coaching to help devise and deliver relevant operational training modules.
•         Recruitment, selection, management and development of training and quality staff
•         Complete reporting requirements for internal and external customers
•         Involvement in Concentrix wide Training and Quality initiatives
•         Proven ability to think strategically and implement strategic plans
•         Involvement in capturing evidence for Concentrix certification audits e.g. CCA
Essential Criteria:
•         Minimum of 6 months previous line management experience
•         Experience of delivering training and coaching including strong methodology
•         Strong knowledge of quality methodology
•         Excellent written and verbal communication skills with proven ability to communicate at all levels across the business
•         Ability to influence stakeholders at all levels
•         Enthusiastic and energetic
•         Previous experience of managing client relationships
•         Strong understanding of operational requirements across Concentrix
•         Excellent analytical and report-writing skills 
•         Excellent presentation skills to include experience of MS PowerPoint
•         Excellent planning, prioritising and organizational skills
•         Ability to work on own initiative and as part of a team
•         Ability to liaise with variety of departments internally and externally to Concentrix
•         Excellent attention to detail
•         Excellent timekeeping, attendance and performance records
•         Green Belt certified in Lean Sigma or Equivalent
•         Advanced User of MS Excel
•         Proven experience of managing & improving NPS/CSAT
•         (Preferred) Experience with European Clients.
 HOURS OF WORK        
40 Hours per week Monday to Friday 9am – 6pm core business hours. Flexibility may be required outside these hours at times.
Flexibility is important. Obligations placed upon you and tasks required of you will inevitably vary and develop with the growth of the Company. Therefore as and when considered necessary or appropriate you are liable to transfer to or undertake other duties, within your competence and within reason, to meet fluctuations or priorities in work demands. 
28 days
A probationary period will apply to all moves to new roles within Concentrix.
If you are joining Concentrix for the first time, you will have a three or six month probation, depending on your role. This will be defined in your contract of employment. During this initial probationary period, you are not eligible to apply for any internal positions within Concentrix.
If you are already a Concentrix employee and you have been successful for a new role, you will have a three or six month probation, depending on your role. This will be defined in your offer.  As this is an internal probation, you will be eligible to apply for any internal positions within Concentrix.  Please note, if you do not pass your internal probationary period, it is not guaranteed that you will be able to return to your previous role. 
Concentrix is an Equal Opportunities employer.
All successful candidates will be required to go through a basic background and verification check. All offers will be subject to satisfactory checks.