Supervisor, Training & Quality

Job Title:

Supervisor, Training & Quality
Job Description

The Supervisor, Quality & Training is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance. Also responsible to assist with the analysis, scheduling and implementation of all classroom training in support of client programs to ensure superior workforce preparation. This position is responsible for cultivating client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.
Supervise work group, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements; manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs)
Maintain accurate metrics of direct reports individual performance as well as overall team level performance
Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client
Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements
Develop a department of well-trained, competent professionals who continuously improve the
organization and themselves
Conduct Train-the-Trainer sessions
Conduct quarterly one-on-ones with Trainers
Coordinate with the Quality Supervisor and Operations on consistency issues
Create and maintain consultant training schedule
Cultivate a close working relationship with Training Manager(s), Training department personnel, Operations, and other Convergys managers, supervisors and consultants
Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization
Location:

MYS Kuala Lumpur - Sunway VISIO Tower,Level 8, Menara Sunway VISIO
Language Requirements:

Time Type:

Full time2025-08-05
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