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Training & Quality Team Leader in Bucuresti, IF at Concentrix

Date Posted: 2/13/2018

Job Snapshot

  • Employee Type:
  • Location:
    Bucuresti, IF
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

•       The Training and Quality Team Leader works closely with the Client and will be responsible for developing training needs analysis (TNA), developing & implementing training programs ensuring timely delivery.
•       Provides a facilitative style of leadership with overall responsibility for the motivation, resource management and system planning, procedure coaching and team performance.
Role Specific:
•       Ensure that monitoring/audit planning is done monthly.
  • Advanced level of English.
•       Ensure calibration of Training & Quality Team.
•       Plan and manage tasks, productivity and plans for Training & Quality Team.
•       Ensure Training & Quality productivity and quality SLAs are being met.
•       Evaluate data on key metrics and be able to share analysis and action plan.
•       Identify and publish training gaps and work with trainers and Client to prepare modules.
•       Improve the Training & Quality Team’s effectiveness by conducting regular RTRs (Review the reviewers).
•       Ensure compliance metrics for the business are met at all times.
•       Ensure team health and schedule adherence at all times.
•       Ensure data management for all deliverables and be accessible without any delay.
•       Directs team activity to achieve performance measures relating to process efficiency.
•       Provide day-to-day leadership to the team.
•       Ensures that the Training Team operates successfully within a team environment with a strong team spirit and ethos.
•       Manage time and activity adherence of all Trainers and QAs.
•       Performs administrative tasks in cooperation with the HR Department.
•       Explore opportunities of improvement on internal and client satisfaction process and tools.
Desired skills:
  • Relevant work experience as a trainer, coach, etc in a customer service environment.
  • Must have excellent presentation and communication skills.
  • Excellent MS Office skills - especially Excel and PowerPoint.
  • Strong Analytical & Organizational & Data Handling skills.
  • Good process improvement experience preferred - any applicable DMAIC experience preferred.
  • Ability to work drive initiatives to closure.
  • Strong work ethic, maturity and leadership qualities.
  • Ability to deal effectively in high pressure, dynamic situations with a large degree of autonomy.
  • Ability to work to deadlines whilst maintaining quality of work and effective work relationship with team and client.
  • Graduate in a related discipline - HR, Education, etc.


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