Quality Assurance/training Manager

4 months ago

Winnipeg, Canada IntouchCX Full time

**About IntouchCX**

**About the Job**

We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.

**As Quality Assurance/Training Manager, You Will**
- Proactively solicit and provide feedback by being honest and transparent
- Plan, develop and implement comprehensive professional development and training plans
- Promote an inclusive learning environment and facilitate staff meetings
- Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
- Provide coaching to global staff in quality assurance and training to support superior performance
- Responsible for the effective selection, development, supervision, evaluation and training of direct reports
- Perform routine audits and track call performance
- Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
- Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
- Assign and monitor workload and performance of Trainers and Quality Analysts
- Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
- Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
- Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate
- Work with client and Operations Manager to perform corrective action
- Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy

**Requirements**:
**As Quality Assurance/Training Manager, You Have**
- 3+ years of leadership experience, preferably in the customer service industry
- Post-secondary education preferred
- Demonstrated, progressive leadership and management skills, preferably in a contact center environment
- Experience leading teams in a global capacity
- Experience working in a fast paced environment across multiple locations globally
- Strong verbal and written communication skills
- Exceptional organizational and time management skills - must be able to multitask and prioritize
- Superior analytical skills, problem solving and decision making skills
- Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
- Understanding of continuous improvement plans
- Good understanding of business acumen
- Independent thinker
- Excellent presentation skills
- IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics._
- Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws._

**Benefits**

**Benefits of Working as a Quality Assurance/Training Manager**
- Competitive salary ranges from $60,000 - $70,000 CAD (dependent on experience, certifications, and portfolio)
- Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
- Amazing career growth opportunities

  • Quality Assurance/training Manager

    4 months ago

    Winnipeg, Canada IntouchCX Full time

    **About IntouchCX** **About the Job** We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We're looking for a...

  • Quality Assurance Specialist

    4 months ago

    Winnipeg, Canada Canada Life Assurance Company Full time

    Quality Assurance Specialist **Description: - Permanent Full Time- **Position Overview**Accountabilities** - Contributes to the development of the project deliverables, with respect to definition of project scope, estimates for QA tasks, identification of stakeholders, approach, methodology, communication plan, QA resourcing and schedule. - Gains clear...

  • Quality Assurance and Training Specialist

    4 weeks ago

    Winnipeg, Manitoba, Canada Manitoba Government Full time

    Job Title: Quality Assurance and Training CoordinatorThe Vital Statistics Branch is a high-volume and front-line office responsible for administering The Vital Statistics Act, The Marriage Act, and The Change of Name Act. As a Quality Assurance and Training Coordinator, you will play a crucial role in ensuring the smooth operation of the Branch.Key...

  • Quality Assurance and Training Specialist

    4 weeks ago

    Winnipeg, Manitoba, Canada Manitoba Government Full time

    Job Title: Quality Assurance and Training CoordinatorThe Vital Statistics Branch is a high-volume and front-line office responsible for administering The Vital Statistics Act, The Marriage Act, and The Change of Name Act. As a Quality Assurance and Training Coordinator, you will play a crucial role in ensuring the smooth operation of the Branch.Key...

  • Quality Assurance and Training Specialist

    1 month ago

    Winnipeg, Manitoba, Canada Manitoba Government Full time

    Job SummaryThe Manitoba Government is seeking a highly skilled Quality Assurance and Training Coordinator to join our team. As a key member of the Vital Statistics Branch, you will be responsible for managing, designing, implementing, and evaluating training programs and continuous development opportunities for new and existing staff.Key...

  • Quality Assurance and Training Specialist

    1 month ago

    Winnipeg, Manitoba, Canada Manitoba Government Full time

    Job SummaryThe Manitoba Government is seeking a highly skilled Quality Assurance and Training Coordinator to join our team. As a key member of the Vital Statistics Branch, you will be responsible for managing, designing, implementing, and evaluating training programs and continuous development opportunities for new and existing staff.Key...

  • Quality Assurance and Training Coordinator

    2 weeks ago

    Winnipeg, Manitoba, Canada Manitoba Government Full time

    Job SummaryThe Manitoba Government is seeking a highly skilled Quality Assurance and Training Coordinator to join our team. As a key member of our Vital Statistics Branch, you will be responsible for managing, designing, implementing, and evaluating training programs and continuous development opportunities for new and existing staff.Key...

  • Quality Assurance

    7 days ago

    Winnipeg, Canada City of Winnipeg Full time

    **As the** **_Quality Assurance & Training Specialist_** **you will**: - Oversee the delivery of Customer Service operations, develop and deliver training for the Parking Authority and related stakeholders. - Monitor quality of services provided to customers by the WPA and act as quality expert to ensure a high level of customer satisfaction is achieved...

  • Quality Assurance Manager

    2 months ago

    Winnipeg, Canada Burnbrae Farms Full time

    Minimum of 4 years as a QA Manager in food processing/manufacturing facilities? In-depth understanding of micro/chemical testing? Strong hands-on experience at conducting microbiological testing on poultry products? Comprehensive knowledge of CFIA, HACCP, SSOP? HACCP and/or BRCGS certified? Preferred. Strong leadership? Ability to travel 10% of the...

  • Quality Assurance Manager

    1 month ago

    Winnipeg, Manitoba, Canada Manitoba Public Insurance Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Manager to join our team at Manitoba Public Insurance. As a key member of our organization, you will be responsible for ensuring the quality of our business systems and processes.Key ResponsibilitiesDevelop and implement quality assurance strategies to ensure the delivery of high-quality software...

  • Quality Assurance Manager

    1 month ago

    Winnipeg, Manitoba, Canada Manitoba Public Insurance Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Manager to join our team at Manitoba Public Insurance. As a key member of our organization, you will be responsible for ensuring the quality of our business systems and processes.Key ResponsibilitiesDevelop and implement quality assurance strategies to ensure the delivery of high-quality software...

  • Quality Assurance Manager

    4 weeks ago

    Winnipeg, Manitoba, Canada Manitoba Public Insurance Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Manager to join our team at Manitoba Public Insurance. As a key member of our organization, you will be responsible for ensuring the quality of our business systems and processes.The successful candidate will have a strong background in quality assurance and testing, with experience in managing and...

  • Quality Assurance Manager

    4 weeks ago

    Winnipeg, Manitoba, Canada Manitoba Public Insurance Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Manager to join our team at Manitoba Public Insurance. As a key member of our organization, you will be responsible for ensuring the quality of our business systems and processes.The successful candidate will have a strong background in quality assurance and testing, with experience in managing and...

  • IT Quality Assurance Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada CNA Financial Corporation Full time

    About the RoleWe are seeking a talented IT Quality Assurance Manager to join our team at CNA Financial Corporation. As a key member of our leadership team, you will play a critical role in driving our quality assurance initiatives and ensuring the highest standards of quality in our IT operations.Key ResponsibilitiesDevelop and implement quality assurance...

  • IT Quality Assurance Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada CNA Financial Corporation Full time

    About the RoleWe are seeking a talented IT Quality Assurance Manager to join our team at CNA Financial Corporation. As a key member of our leadership team, you will play a critical role in driving our quality assurance initiatives and ensuring the highest standards of quality in our IT operations.Key ResponsibilitiesDevelop and implement quality assurance...

  • Quality Assurance Manager

    3 weeks ago

    Winnipeg, Manitoba, Canada Chaeban Ice Cream Full time

    Job Title: Quality Assurance ManagerChaeban Ice Cream is seeking a highly skilled Quality Assurance Manager to join our team at our Winnipeg, MB manufacturing facility.Job Summary:The Quality Assurance Manager will be responsible for maintaining and verifying programs and policies for exceptional product quality and efficient processes. This includes...

  • Quality Assurance Manager

    3 weeks ago

    Winnipeg, Manitoba, Canada Chaeban Ice Cream Full time

    Job Title: Quality Assurance ManagerChaeban Ice Cream is seeking a highly skilled Quality Assurance Manager to join our team at our Winnipeg, MB manufacturing facility.Job Summary:The Quality Assurance Manager will be responsible for maintaining and verifying programs and policies for exceptional product quality and efficient processes. This includes...

  • IT Quality Assurance Manager

    4 weeks ago

    Winnipeg, Manitoba, Canada CNA Full time

    Job DescriptionCNA is seeking a highly skilled IT Quality Assurance Manager to join our team. As a key member of our Quality Engineering Services team, you will be responsible for ensuring the highest quality of our IT applications and services.Key Responsibilities:Develop and implement quality assurance strategies and processes to ensure the highest quality...

  • IT Quality Assurance Manager

    4 weeks ago

    Winnipeg, Manitoba, Canada CNA Full time

    Job DescriptionCNA is seeking a highly skilled IT Quality Assurance Manager to join our team. As a key member of our Quality Engineering Services team, you will be responsible for ensuring the highest quality of our IT applications and services.Key Responsibilities:Develop and implement quality assurance strategies and processes to ensure the highest quality...

  • IT Quality Assurance Manager

    2 weeks ago

    Winnipeg, Manitoba, Canada CNA Financial Corporation Full time

    About the RoleWe are seeking a talented IT Quality Assurance Manager to join our team at CNA Financial Corporation. As a key member of our leadership team, you will play a critical role in shaping the future of our organization.Key ResponsibilitiesDevelop and implement quality assurance strategies to ensure the highest standards of excellence in our IT...