Implement an umbrella management function that brands, centralizes, and standardizes trainingand job support/quality management across all OUTCESS Call Centers: provide the directionneeded for long-term scalability and consistency.❖ Play a hands-on and visible role in each of the Customer Service and Technical Support CallCenters related to training and quality; collaborate with the Contact Centre Management teamto assure standardization, communication, calibration, and consistency.❖ Lead the administration and enhancement of the Training Program to meet the needs ofOUTCESS, its customers, and its employees.❖ Spearhead analysis, design, and development initiatives related to the new-hire, refresher, andstaff development, training needs of staff; recommend appropriate learning and job supportsolutions.❖ Collaborate with, manager, support, and mentor OUTCESS’s trainers.❖ Assign resources; set timelines and deadlines; track projects and schedules❖ Set and maintain training standards.❖ Manage the creation/review and maintenance of all training templates (new & existing).❖ Assure communication among all parties; Set forth training document review cycle andmethodology❖ Seek approval of learning and support materials as appropriate❖ Work with others to schedule/coordinate training classes.❖ Provide expertise and support related to instructional/informational design and development,appropriate content treatment and media, and effective delivery strategies.❖ Lead the streamlining of current reference material and documentation; identify the need fornew job aids, etc.❖ Preparation of MBR and sharing with Operations team❖ Coordinate preparation of Monthly Job Knowledge Quotient (JKQ), administration andReporting

Constantly developing and delivering the service levels required to provide the customer with the best experience possible, stimulate customer retention and generate additional opportunities.

Developing and implementing employee policies, training and development, performance management, and change management.

Identify the learning needs of employees and conduct assessments to determine the skills and knowledge gaps within the organization.• Develop and design training programs, workshops, and learning materials tailored to meet specific learning objectives.• Conduct training sessions and workshops for employees, either in-person or through virtual platforms, to deliver the learning content effectively.• Create and manage digital learning resources, such as online courses, videos, and interactive modules.• Facilitate the onboarding process for new hires, ensuring they receive the necessary training and resources to succeed in their roles.• Implement skill development initiatives, such as mentoring programs, coaching, and job rotations, to enhance employee competencies.

• Develop evaluation programs and monitor customer interactions• Utilize technology and drive innovation to optimize processes

• Investigate claims and analyze supporting documents to resolve complaints• Utilize extensive knowledge of labor laws and regulatory policies