Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to training and quality assurance and regulatory functions.Develop, implement, communicate and maintain a quality plan to promote continuous improvement within the organization while achieving and exceeding the client's goals. Manage and maintain the Company's internal quality audit program and assess improvement initiatives resulting from all Quality Audits - internal and external.Consistently conduct quality audits on the Product Specialists focusing on their efficiency and improvements in facilitation skills. Creation and maintenance of multiple training curriculums, Direct client feedback on enhancements and roll out plans to execute multiple site development training roll outs.Manage a team of 100 Quality offshore employees in Manila. Direct responsibility for managing and enhancement of the Quality infrastructure and auditing guidelines.Provide guidance to our virtual training programs to assist with multiple site roll outs and create cost efficiencies

Train the TrainerCall Centre ManagementCall Centre SupervisionOSSDO.S.C.V.I, Owen Sound, Ontario1995

Analyze training needs in order to develop new training programs or modify and improve existing programs.Evaluate Product Specialist performance and the effectiveness of training programs, providing recommendations for improvement.Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, online virtual training, meetings, and workshops.Oversee the development of, and revisions to, standard training materials, training practices and adult learning philosophies.

Responsible for the planning, delivery and evaluation of related training; and for completing Needs Assessments to determine course goals, and learning outcomes.Manage the direct and indirect provision of product knowledge and associated skills (system, applications etc.) to the Contact Centre as well as ensuring quality levels meet, or exceed, client and company expectations.Partner with Client Services, Quality and Operations Teams to establish and execute fundamental processes and policies ensuring alignment with organizational goal to be #1 in Quality of Service Delivery.Liaison between multiple departments to maintain communication and understanding of all necessary aspects and needs of training and development to ensure they are fully informed of training and development objectives, purposes and

Responsible for full range customer service, being the first point of contact for customer interactionsDelivered world class customer service, provided highest quality support for computer software, hardware, internet applications and securityConsistent exceptional statistics demonstrating exceeding client and company expectationsParticipated in weekly coaching sessions with Team Leader, welcoming constructive feedback and providing suggestions toward improving performance and culture