Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Training & Quality Manager - working onsite in Av. Paulista, Sao Paolo, you’ll be a part of bringing humanity to business. #experienceTTEC
What You’ll be Doing
Do you have a passion to train and guide others towards best practices? Ready to help people reach for amazing? You'll coach and support to enhance the engagement and success of your team of training specialists in achieving goals. You'll evaluate trainers, curriculum and processes. You'll lead the team to attain productivity and quality goals.
You'll report to the Director of Learning & Development. You'll contribute to the success of the business, your team, and learners through managing the training programs.
During a Typical Day, You’ll
• Develop and Implement Training Programs: Design, create, and ensure trainers deliver comprehensive training programs for new and existing team members, focusing on product knowledge, customer experience, and soft skills.
• Content Creation and Management: Produce and manage training content, including playbooks, training materials, and customer support guides, ensuring that all content is up-to-date and easily accessible.
• Quality area activities: Work closely with the Quality team, creating reporting forms, evaluations and feedback, to ensure quality metrics are properly analyzed and quality targets are reached.
• Performance Analysis and Reporting: Monitor and analyze teams performance metrics to identify areas for improvement and provide actionable insights to leadership.
• Collaboration with Operations: Work closely with the operations team to ensure alignment of strategies, messaging, and goals.
• Coaching and Mentoring: Provide one-on-one coaching and mentoring to trainers, helping them develop their skills and achieve their individual targets.
What You Bring to the Role
• Bachelor’s degree in related field.
• Proven experience in training, or a similar role. Previous experience with Quality is required.
• Strong understanding of customer experiences processes and training methodologies.
• Excellent communication, presentation, and organizational skills.
• Proficiency in Microsoft office tools, especially Excel.
• Previous experience with team management.
• Advanced English is required.
What You Can Expect
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Benefits: Medical Assistance / Group Medicine, Dental Assistance, Day Care Assistance, Group Life Insurance, Food Ticket or Meal Ticket, Transport Voucher.
· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you.
About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.