Manager I Training and Quality Call Center Airline Experience

The Training & Quality Manager To manage and facilitate, in a dynamic and passionate manner, the performance and deliverables of a client specific Training and Quality teams to exceed the expectations of the company and clients based in a continuous improvement of an effective and efficient operational delivery and end user satisfaction.

KEYACCOUNTABILITIES

•Develop, establish, and review Quality and Training procedures, standards and specifications

•Standardize SLAs and assure execution according to customer and operational needs

•Monitor performance through data gathering and create statistical reports

•Investigate causes of quality problems, suggest changes, propose solutions, and execute

•Assure that Team Leads and direct reports obtain and maintain technical and instructional knowledge and skills

•Analyze the department's needs to develop innovative programs or modify and improve existing ones

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