Training Manager

MAIN RESPONSIBILITIES (Non Exhaustive)Provide an overview of performance of Training team on bi-weekly basisOversee performance of the trainers, performance of new hire on-boarding, and reporting to Meta Training TeamDevelop proactive training strategies to improve quality metrics of the agentsPerform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observationsDiscuss/review with Meta trainers on class observation processEnsure adherence of Training Team Key Performance IndicatorsAttend all Train the Trainers and training related meetings with Meta training team Attend and participate on Global Quality Calibration SessionAttend Weekly Business Reviews, and Monthly Business ReviewsSupport the planning, scheduling, and coordination of all required training for their sitesManage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodologyEnsure complete, accurate and timely data collection and communication by trainersDevelop and coordinate the execution of the on-boarding plans as well as the targeted training plansMonitor new hire knowledge before and after training to help determine follow-up training requiredSecurity Role and ResponsibilitiesAccording to the Personal Data Protection Act, the Site training and quality Manager is committed to:Process personal data, customer data and data relating to procedures and business of the company in accordance with the law on the protection of personal data, the internal regulations, the security policy and the company's IS usage charter.Protection of personal data, customer data and data on the internal functioning of the company by ensuring the confidentiality of such information, which is brought to the attention of the employee in the course of his duties, even after the contractual relationship between the company and the employee has ended. Inform his immediate supervisor of potential threats and plausible incidents that may affect the normal course of work and the secure processing of data.Ensure the proper handling of information and use of IT resources, applying all applicable rules and established procedures.Participate in company-organized security training, including training on data protection and processing.Skills And PrerequisitesØConditions of access to the positionEducation : 4 years of higher education in Human Ressources, Management, or Quality experience Experience : Minimum 5 to 7 years in total including 3 to 5 years in trainingØKnowledge and know-howTrainingKnowledge of quality standardsManagement SkillsAudit skillsAnalytical skillsSynthesis SkillsRisk managementCommunicationInnovationConflict managementØPersonal skillsResults orientationTeam spiritAutonomy