TL- Quality & Employee Development

Job Description

Responsible for the delivery of learning and development activities with the goal of providing employees with a more in-depth understanding of our organization, our vision, our clients and our strategic goals.

The Service Excellence manager is responsible for the resource allocation to best support the delivery of training, process efficiencies and quality initiatives by sharing best practices and tools.

Expected Outcomes & Actions

• Implement Service Excellence strategic training, quality and process improvement initiatives that are aligned with the organizational vision and goals;
• Continually drive Service Excellence initiatives through creative ongoing learning and development programs that raise awareness, educate, inspire and reinforce the desired results;
• Ensure consistent communication of all Service Excellence initiatives;
• Perform gap analysis and determine the ideal instructional method and approach;
• Create an implementation team and facilitate the design/development of the project plan;
• Oversee the advancement of multiple projects within the program;

• Provide mentoring, coaching & direction to the Service Excellence team members;
• Involve and empower team members in the delivery of the Service Excellence vision/initiatives;
• Assign individual goals and meet monthly to assess progress and provide guidance and feedback;
• Ensure that team skills are current by providing training and development opportunities;
• Champion a culture of innovation, customer focus and collaboration;

    3. SUPPORT LOCAL TRAINING AND QUALITY AUDITING

• Prioritize requests for local training and quality support (sharing resources, tools and best practices)
• Deliver “train the trainer”  sessions throughout the organization
• Mobilize employees across departments and sites for strategic training and quality auditing

KSA (Knowledge, Skills and Abilities/Attitudes)

• Very comfortable with ambiguity;
• Enthusiasm and passion for customer experience and training;
• Excellent project management skills;
• Excellent interpersonal and facilitation skills;
• Strong communication skills;
• Very good analytical skills;
• Experience in coaching people;
• Ability to be very autonomous and proactive;
• Results driven.

Requirements and Qualifications

• Bachelor’s degree with a minimum of 2 years of experience in a leadership or project management role;
• Very good verbal and written skills in both Spanish and English. 
• Knowledge of and experience with training methodologies and tools, with a preferred emphasis on virtual training;
• Experience formulating and implementing training/performance improvement strategies, methodologies, and procedures for standardization and delivery throughout the organization;
• Experience with process improvement and change management.