Director of Training

Director of Training & Quality | The Opportunity

The Director of Training and Quality for the Retail vertical in Teleperformance is a strategic leadership role responsible for overseeing the development and implementation of training programs and quality assurance processes. This position ensures that all employees are equipped with the necessary knowledge and skills to deliver exceptional service to retail clients, adhering to industry standards and compliance requirements.

Director of Training & Quality | The Responsibilities

• Leadership and Strategy: Develop and execute a comprehensive training and quality strategy aligned with the organization's goals and objectives.
• Training Program Development: Design, implement, and continuously improve training programs for new hires and existing employees, ensuring they meet the specific needs of the retail vertical.
• Quality Assurance: Establish and maintain robust quality assurance processes to monitor and evaluate the performance of employees, ensuring compliance with retail regulations and client standards.
• Performance Metrics: Develop key performance indicators (KPIs) and metrics to measure the effectiveness of training programs and quality initiatives.
• Team Management: Lead and mentor a team of training and quality professionals, providing guidance, support, and professional development opportunities.
• Stakeholder Collaboration: Collaborate with internal and external stakeholders, including clients, to understand their needs and ensure the delivery of high-quality services.
• Compliance and Regulatory Adherence: Ensure that all training and quality processes comply with healthcare industry regulations and standards.
• Continuous Improvement: Implement continuous improvement initiatives to enhance training methods, materials, and quality assurance processes.
• Reporting and Documentation: Prepare and present regular reports on training and quality performance to senior management and clients.

Director of Training & Quality | The Qualifications

• Educational Background: Bachelor's degree in Business Administration, or a related field. A master's degree is preferred.
• Experience: Minimum of 10 years of experience in training and quality management within the BPO industry, specifically in the retail vertical.
• Leadership Skills: Proven ability to lead, inspire, and motivate a team of professionals.
• Retail knowledge: In-depth understanding of retail industry standards, compliance requirements, and best practices.
• Training Expertise: Extensive experience in designing and delivering effective training programs.
• Quality Assurance Proficiency: Strong knowledge of quality assurance methodologies and tools.
• Analytical Skills: Ability to analyze data and metrics to drive decision-making and continuous improvement.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
• Problem-Solving Abilities: Strong problem-solving and critical-thinking skills.
• Client Relationship Management: Experience in managing client relationships and expectations.
• Adaptability: Ability to adapt to changing business needs and industry trends.
• Technology Proficiency: Familiarity with training and quality management software and tools.

Pre-Employment Screenings

In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions.

Is There a Fine Print?

No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.