Director of Global Training & Quality Assurance

Job Description: Director of Global Training & Quality Assurance

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our

can-do culture works together to make the ordinary exceptional.

Do you have a strong command of and understanding of Leading People, Human Resource Functions, Project Management and Operational Execution? Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset? Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION?

JOIN OUR TEAM TODAY!

Job Summary

We are hiring an experienced, Global Training and Quality Assurance professional to lead the development and implementation of learning and development strategies across our organization, as well as provide strategic guidance and direction to ensure our employees are leveraging the most up-to-date and innovative approaches to learning and development.

The Director will lead a team of learning professionals and will collaborate with senior leaders as well as clients to develop and deploy a creative and effective curriculum that drives business objectives and supports our employees in achieving their goals.

This position requires a results-oriented strategy that ensures learner success and speed to proficiency through the training life cycle. The Director will also support the post training Quality Assurance initiatives that support the consistent improvement of both corporate and client KPIs.

Job Responsibilities:

• Create and maintain a global learning and development strategy that aligns with organizational goals and objectives.
• Design and develop training programs, using a variety of methods such as on-the-job training, seminars, workshops, and e-learning.
• Lead a large team of training and quality professionals by providing direction, coaching, guidance, and support.
• Build and maintain relationships with clients and external vendors.
• Evaluate and improve existing training programs and develop new ones to meet changing organizational needs.
• Establish metrics and processes for measuring the effectiveness of training programs.
• Track and analyze employee training data and execute strategies for improvements.
• Ensure that best practices and proper training are adopted including compliance with all quality policies, quality improvement initiatives and ensuring appropriate quality systems are implemented and maintained.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

• Bachelor’s Degree or related discipline or equivalent combination of education and experience is preferred.
• 10+ years of Learning & Development, Quality Assurance and Leadership; prior experience in the call center industry is strongly preferred.
• Experience in developing and implementing programs and policies that support performance management, transformational change, change management, organizational growth, and employee development.
• Must be analytical, have excellent interpersonal/persuasion skills, verbal & written communication skills and the ability to work in a fast-paced environment.
• Thrive in a fast paced, multi-tasking, deadline driven environment that advocates and supports a change management philosophy.
• Exposure/experience working alongside C-Suite executives as well as Client executives and comfortable managing in a matrixed organization.
• Customer experience focus and mindset; ability to understand business challenges and to create solutions that positively impact the way people perform.
• Ability to organize and manage multiple projects and priorities simultaneously delivering on time results.
• Logical problem-solving skills, outstanding organizational skills and dedication to quality and integrity.

Benefits:

• Competitive pay based on experience.
• Positive work culture.
• Stable, full-time employment.

• Company paid health & life insurance benefits.
• Opportunity for professional development.

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to [email protected].