Supervisor, Quality and Training

6 months ago

Toronto, Canada Porter Airlines Inc. Full time

Job Summary:
Reporting to the Manager, Customer Relations Process Excellence, this supervisory role is accountable for overseeing new-hire Training, instructional design and team member upskilling. The primary objective is to ensure the effective onboarding, continuous skill development and sustained quality performance of Contact Centre team members.

This role requires a dynamic individual with a proven track record in training and instructional design, team leadership, and a commitment to maintaining high-quality standards in customer interactions.

Duties & Responsibilities:
**Team Management**:

- Lead a small team (4-7 members) responsible for training and instructional design.
- Coach and develop a remote team of trainers to enhance facilitation skills and foster a culture of continuous improvement.

**Training Development**:

- Create customer-centric and employee-centric materials.
- Develop and improve new hire training metrics.
- Manage and update all coaching and training content, ensuring alignment with the latest information and company standards.
- Oversee the design and delivery of refresher training for the call center, ensuring ongoing skill enhancement.

**New Hire Training**:

- Accountable for the end-to-end life cycle of new hire training.
- Implement a phased approach to training, including new hire coaching, new hire OJT, and upskilling of new hires.
- Deliver training personally to demonstrate best practices.
- Ensure new hires graduate training with the best possible chances of success.
- Ensure new hires fully grasp quality guidelines and our approach to customer interactions.
- Conduct training evaluations and performance reviews to ensure consistency.

**Quality Assurance**:

- Analyze learner performance trends and identify best practices and areas for improvement.
- Conduct calibration sessions with trainers and new hires to ensure alignment and comprehension of quality guidelines.
- Evaluate trainers and training materials, advocating for improvements or changes.
- Participate in the development of contact standards, refining and ensuring adherence to established benchmarks.

**Strategic Contribution**:

- Play a pivotal role in realizing Porter's long-term strategic vision by cultivating expertise in Contact Centre processes.
- Stay informed about ongoing initiatives across the Contact Centre and communicate complex information and data in plain language.

**Additional Responsibilities**:

- Participate in continuous improvement initiatives.
- Contribute to recruitment efforts.
- Coordinate onboarding activities with cross-functional partners to ensure a positive onboarding experience.
- Adapt and handle other duties and responsibilities as business needs evolve.
- Active participation in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operation; understand comply and promote the Company Safety Policy.

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

- Bachelor’s Degree, or 1-3 years supervising and leading a successful team of trainers in a structured professional virtual setting in a contact center environment.
- 3-5 years of Training and Development experience in a structured virtual training environment facilitating, designing, and coordinating corporate training courses.
- Demonstrated understanding of adult learning, learning evaluation, and instructional design methodologies.
- Strong analytical and problem-solving skills.
- Proven oral and written communication skills.
- Proven experience with coordinating and tracking organizational training through a Learning Management System, and creating reporting using learning analytics.
- Ability to manage multiple projects with exceptional organizational skills.
- Working knowledge of change management and communications strategies.
- Goal-oriented self-starter and able to flex to changing business needs and priorities.
- Innovative problem solver drawn to taking a solution-based collaborative approach with internal partners.
- Demonstrable ability to prioritize and juggle conflicting priorities to build outstanding solutions with an eye for fine details while being able to break down high-level problems and articulate solutions to bot

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