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Senior Executive Service Quality

2 months ago

Chattanooga, United States First Source LLC Full time

Firstsource is a leading provider of transformational outsourcing solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media, Technology, and more.

We help customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, and Mexico.

Key Accountabilities/Responsibilities:

Learning and Development Activities:

* Will own training delivery and outcomes for coaching, leadership and management skills training. This position will be a key force in improving the skills of Associates at all levels in the project, supporting learners during training, and "walking the talk" through coaching and other support. The position will lead a team of trainers. In addition, this role will pitch in when needed to support new hire and other process training delivery for Associates, Leads and Managers.

* Coordinate Training including communicating with appropriate business owners: project Leaders and Managers; Support Trainers; Subject Matter Experts, Leads and Associates to ensure all trainings are conducted on-time and with sufficient resources and facilities.

* Learning Plan development and implementation for low-performing associates, leads and managers including coaching/mentoring as needed.

* Training Administration and Reporting, Managing the training calendar, reporting on work outcomes and impact, scheduling, and partnering with site leadership to deliver all curriculum development, training and other learning intervention requests. This role will also include use of surveys, quizzes, performance metrics and other available tools to evaluate the effectiveness of training and assess new Associate learning and skill development. The person hired for this role must be able to utilize the learning management system and test practice environment.

* Performance Consulting To provide candid, practical feedback on Associates behavior and management skills of team members, sharing training outcomes and coaching assessments, and providing strategies for response and continuous improvement.

* Content Development Create training content as appropriate, and ensuring content properly reflects policies, processes and tools. This may also include modification of existing content, as well as creation of unique local content when required.

Quality Assurance Activities:

* Own the internal audit program and outcomes - inclusive of but not limited to - Sampling Strategy, Audit Checklist, Audit the Auditor Process, Gage R&R Process, Defect rebuttal process etc. This position will be responsible for the internal audit team.

* Coordinate audit related activities including communicating with appropriate business owners: project Leaders and Managers; Support Trainers; Subject Matter Experts, Leads and Associates to ensure all audits are completed per contractual requirements.

* Audit Administration and Reporting, Managing the audit samples per the audit calendar, reporting on work outcomes and impact, scheduling, and partnering with site leadership to deliver all internal audit requirements

* Performance Consulting To provide candid, practical feedback on Associates behaviors and management skills of team members, sharing training outcomes and coaching assessments, and providing strategies for response and continuous improvement.

* Remediation Planning & Implementation - Partner with Operations, Training, Process Excellence to formulate & execute effective remediation & provide meaningful results

Leadership Role Model

* Given the high-profile and high-impact nature of this position, Sr. QA must be able to embody and evoke leadership and management skill at a role model level, delivering services and interacting with colleagues with integrity.

Qualifications Required:

* Skilled in planning, implementing, and assessing training and / or internal audit program management, quality data analyses and remediation planning & execution

* Excellent communication skills for the purpose of knowledge transfer and skill development, including superior skill in teaching coaching, mentoring, interpersonal skills and leadership in action.

* Ability to collaborate with subject matter experts, quality auditors and managers for training content development, and modification.

* Demonstrated experience delivering soft skills, customer service, technology skills and/or systems training, internal audit experience

* Demonstrated knowledge of adult learning and training practices, strong data analyses practices

* Ability to use multiple learning methods, data analyses and link appropriate methods with subject matter.

* Skilled in use of training technology for delivery and use of technology for development of training materials and general work deliverables.

* Demonstrated experience working with remote teams.

* Solid experience in training transformation activities and / or Quality Audit automation

We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans