Manager, Quality Training Resume Samples

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J Hauck

Jazmin

Hauck

262 Stephany Well

Detroit

+1 (555) 621 4021

262 Stephany Well

Detroit

Phone

p +1 (555) 621 4021

Experience Experience

Los Angeles, CA

Training & Quality Team Manager

Los Angeles, CA

White, Quitzon and Kunde

Los Angeles, CA

Training & Quality Team Manager

Support operations through performance management and training of supervisors
A flexible approach to work and shift schedules
Maintains working relationships with internal and external customers to promote positive and friendly culture
Coaching and development
Working on initiative
Utilise Quality Advisors to ensure constant review of monitoring forms and ongoing feedback to evaluators regarding the quality of their work
Partner with Centre Leadership Team to stay informed of changes in policies, procedures and processes. Communicate and implement changes to processes in a timely manner

Dallas, TX

Manager Customer Service Quality Training

Dallas, TX

Mayert-Nader

Dallas, TX

Manager Customer Service Quality Training

Manages four employees: Training, Asst. Manager; Training, Coordinator; and two Quality Coordinators
Knowledge and abilities in the principles and practices of organizational development and quality management
Creates/maintains a scorecard or similar measurement tool to ensure consistent quality and a high performance by any customer care agent and vendor
Manages and collaborates with internal and external training providers for the quality of learning solutions that align with strategic objectives
Collaborates with cross-functional partners and business leaders to facilitate development of learning roadmaps
3-5 years leading in a call center or contact center operation
Strategic thinker with strong analytical and creative problem-solving abilities

present

Boston, MA

Manager, Revenue Cycle Training & Quality

Boston, MA

Ratke-Cummings

present

Boston, MA

Manager, Revenue Cycle Training & Quality

present

Manage the development of policies and procedures in Revenue Cycle
Enhance and develop audit protocols and train audit team for quality assurance purposes
Establish, maintain, and deliver a new training curriculum for new hires and existing employees across revenue cycle
Conduct quality assurance reviews of records, make recommendations and support those recommendations with authoritative guidance
Manage a team of Revenue Cycle Process Operations Excellence Specialists and Revenue Cycle Trainers
Supervise and review work of the Revenue Cycle Process Operations Excellence Specialists and Revenue Cycle Trainers
Maintain a policies & procedures strategy and plan for the organization, and develop content

Education Education

Bachelor’s Degree in Related Field

California State University, Northridge

Bachelor’s Degree in Related Field

Skills Skills

Organized and details oriented; proven ability to meet deadlines
Strong analytical skills; verbal, and written communication skills
Ability to work individually and as part of teams
Lead the creation of training materials that are educationally effective (format, readability, logical flow and alignment to learning objectives)
Lead or participate in projects designed to improve training and learning throughout the organization
Partner with internal teams for the development and delivery of training in alignment with FDA QSR, ISO 13485 regulations. Monitor the training program and ensure training gaps are timely addressed
Create a methodology to provide consistent communication on the status of all programs and services provided to ensure the most effective execution
Lead the Training staff to ensure compliance gaps are addressed in an effective and timely manner
Effective interpersonal skills as well as written and verbal communication skills
Create metrics and assess impact of training programs

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15 Manager, Quality Training resume templates

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Quality Process & Training Group Manager Resume Examples & Samples

Be responsible for the global development, management, execution and implementation of communication and training strategy for all applications developed under Citi Realty Services (CRS) Global Operations Services group
Be responsible for setting strategy and providing direction on the development and management of organizational activities and processes to ensure a high standard of service delivery in adherence with internal policies and procedures
Co-ordinate the operational management of GSO CRS services and processes in terms of controls, , training, communication and finance requirements, including the headcount associated with it
Work very closely with CRS team to ensure full compliance to Global polices & procedures
Reports to the Global Strategic Operations Head
Knowledge/Experience
9 years’ experience in communications and marketing
9 years’ in business environment writing and editing skills
9 years’ experience and highly proficient with Microsoft Office (Excel, Word, PPT)
Excellent interpersonal skills including the ability to influence across the organization
Strong organizational skills with excellent attention to detail
Knowledge of CRS/Citigroup preferable
Knowledge of Real Estate industry preferable
Significant experience in working in a technology environment
Significant experience in working with international environments
Experience of managing teams and dealing with conflict
Able to demonstrate success over an extended period in the provision of program management within either a financial services or large corporate environment
Experience in the management of internal and external technical and service delivery resources
Excellent writing skills (reader analysis; document organization; spelling, grammar, punctuation, clarity, word choice and usage; graphics)
Ability to speak clearly and concisely to convey relevant information
Ability to create quality documents and meet the appropriate deadlines
Ability to quickly grasp business and technical concepts
Ability to write for a wide range of audiences, with different levels of experience and understanding
Proactive and skilled at extracting information from product experts

Manager of Training & Quality Resume Examples & Samples

Coordinate and administer staff training/education in all disciplines and age groups to assure the most positive internal and external guest experience. Showcase innovative techniques, service levels and methodology, and incorporate risk awareness and safety at all levels of training
Continuously evaluate effectiveness of training content and methods from a guest and employee perspective to ensure exceptional guest experience and relevance
Work with Health & Safety to develop and implement safety measures to improve overall safety of instructors and guests
Work with the Ski & Ride School Director and General Managers to guide and facilitate the direction, culture and quality of the Ski & Snowboard School
Maintain contacts with external presenter/trainers and develop/search for new presenters to deliver trainings. Book dates, negotiate fees, arrange venues, handle logistics, A/V, etc
Design and facilitate New Hire Training and paid required Return Instructor Training
Design and facilitate fall and on-going Management Team training
Lead the Instructor Trainers. Help foster positive culture and morale across the school
Ensure teamwork, efficiency and consistency of systems across the different locations working with the Location Supervisors
Work with Vail Resorts Training Best Practice group to drive, guide, and facilitate the direction, culture and quality of training enterprise wide
Be a role model for excellence in training, coaching, leading, and communicating. Liaison to PSIA/AASI and USSA
Oversee the publishing of all written training materials/tools. E.g. teaching handbooks, online trainings, all hiring materials, etc.
High School Diploma or GED - required
Must have 5 years experience as a Ski/Snowboard Instructor and/or Trainer - required
PSIA/AASI Advanced Educator/Examiner - preferred
Microsoft Word, Excel, Powerpoint and Outlook skills - preferred
Exceptional communication skills, written and verbal - required
Supervisory/Management Experience - preferred
Must be fluent in English written and verbal - required

Cx-quality & Training Manager Resume Examples & Samples

Design and implement a global quality framework to guide our quality standards across the organization, self service, and with our outsource partners
Benchmark internal processes and identify areas for improvement
Leverage data and partner across various Dropbox orgs to remove obstacles to a better customer experience
Create Root Cause Analysis and corrective action procedures
Create a clear change control framework
Monitor and report on quality for the organisation including cost of poor quality
Engage with external suppliers to ensure smooth delivery and implementation of quality frameworks and training programs
Create training programs as required to ensure the continually upskilling of all CX teams
Analyse and understand trends, identify issues and partner with internal stakeholders to drive improvements at either at people (coaching and mentoring), process or technology level (Lean or SixSigma)

Quality & Training Manager Resume Examples & Samples

US citizenship required*
Develops and maintains a quality plan for service center operations, including service quality standards, quality scorecards, monitoring, coaching, performance metric assessment, and improvement actions
Manages a team of Quality Assurance Monitors and/or Specialists by establishing roles, work standards, performance objectives, and enforcement through regular oversight
Ensures team standards for quality service center are achieved and initiates improvement actions when necessary
Facilitates calibration activities and works collaboratively with training and contact center operations personnel to ensure consistency in quality service requirements
Monitors and reports service center performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified
Analyzes performance trends and takes proactive steps to prevent service shortcomings
Develops and conducts quality and call center operations related training
Reports performance information through formal and informal reports that may be contractual deliverables
Represents the quality function to clients, serving as a point of contact for quality inquiries
Conducts process and product audits to confirm compliance with company policies
Participates in special projects as required by Program Manager (PM)
8-10 years of related experience in call center monitoring, quality assurance, and/or customer service

Manager of Proposal Quality & Training Resume Examples & Samples

Consult with management and quality team to identify training needs, schedules and to ensure course content, training methodologies and training materials align with business goals
Coordinate proposal audit process and presentation of feedback
Coordinate and assist with facilitation of OPT University trainings, including assisting with PPT deck creation and collaborating with OPT team members and other sales, SME partners
Act as department expert on quality and continuously educates staff regarding quality improvement processes by delivering relevant training as needed
Leverage expertise to analyze proposal industry trends and develop business metrics to develop operating processes and quality programs to ensure OPT is meeting or exceeding client expectations; develops quality plans and processes across all functional areas and markets where they currently don’t exist
Consults with functional leadership and teams to drive consensus across OPT disciplines to develop comprehensive quality procedures and maintain effective QA requirements to maximize outcomes
Responsible for internal survey result analysis, communication, and improvement planning
Create / maintain training and other educational materials that support identified training programs / business goals
Coordinate onboarding process for new OPT employees
Analyze competitor proposals and practices to drive quality improvements initiatives
Provide facilitation / support to leadership team in order to drive achievement of business goals (e.g., strategic planning, change management / special projects, etc.)
Develop and administer tools to evaluate the effectiveness of training programs (focus group sessions, surveys or other feedback mechanisms, as appropriate)
Recommend enhancements to our learning processes and systems
Responsible for all training coordination activities across the Optum Proposal Team
Bachelor's degree in related field
3+ years of proposals experience directly related to the duties and responsibilities specified
2 - 3 years of comprehensive knowledge of training plan, curriculum, and aid design and development
Comprehensive knowledge of PowerPoint application and putting together formal presentations
Strong project management skills and ability to work independently
Ability to assess training needs and objectives
Ability to communicate / disseminate critical information to multiple audiences and the ability to work effectively with a wide range of constituencies in a diverse community
Ability to design, develop, implement, and evaluate responsive programs and initiatives including training plans, curricula, and methodology
Strong interpersonal, writing, editing, and communication skills

Manager, Quality & Training Resume Examples & Samples

5+ Years ‘experience in training that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience
Ability to analyze information and to evaluate the implications of a course of action or solution
Ability to work with others in a team environment
Demonstrated ability to ensure workloads are appropriately balanced among team members
Demonstrated strong relationship management skills with internal clients (e.g. management, peers and colleagues); proven ability to develop collaborative approaches
Demonstrates ability to identify and recommend processes improvements
Demonstrates ability to successfully hire, retain, develop and coach staff via a culture of real-time performance feedback, with ability to build both technical and leadership skills
Strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines

Training & Quality Assistant Manager Resume Examples & Samples

Candidate must possess at least a Bachelor's/College Degree , any field
At least 5 year(s) of working experience in the related field is required for this position
Preferably Assistant Manager / Managers specializing in Training & Development or equivalent
1 Full-Time position(s) available

National Quality & Training Manager Resume Examples & Samples

To develop and deliver a comprehensive quality assurance framework for the issuance of Certificates of Insurance and Auto Liability Cards
Design and deliver training programs spanning systems, processes, technical insurance knowledge and soft skills, and be responsible for training outcomes. Work with management to gain knowledge of training scenarios, and facilitates a variety of on and off site training courses to support the further development of the training curriculum
Design and execute a routine audit program and ensure compliance with the quality assurance framework. Design metrics and track and report quality performance. Manage day-to-day issues by partnering with stakeholders to remedy immediate concerns, provide support and advice on quality assurance matters, perform root-cause analyses and identify solutions to prevent their reoccurrence
Provide ad hoc support for colleague and client service team queries. Provide support for change initiatives and ensure adequate communication and training across all supported areas. Provide other ad hoc team support, as required
Ensure compliance with regional or country regulatory requirements and monitor changes in the regulatory and operating environment
At least 5 years’ work experience, with at least 3+ years previous insurance or financial services experience
Minimum 2 years leadership / adult training experience
Excellent customer service and communication skills to work with and conduct training for internal customers
Strong interpersonal skills and consultative skills; exceptional written communication skills
Ability to analyze and ascertain needs, linking training and design to performance and operational processes
Maintains a focus on meeting the standards of the organization through an understanding of Marsh’s Professional Standards, Marsh Excellence, Marsh’s Six Sigma efforts and any internal quality measures that are implemented
Strong experience with Microsoft software (Word, Excel, PowerPoint, Sharepoint)
Strong numerical skills
Excellent organization skills to prioritize work and meet deadlines
Strong skills related to analysis, problem solving, judgment and decision making
Strong leadership qualities
Strong networking skills
Work well under pressure
Experience in the processes they would review

Quality & Training Manager Resume Examples & Samples

Knowledge and experience of managing customer care operations in a fast moving environment - driving improvements in customer and people satisfaction
A proven track record of driving forward training and quality roadmaps within a contact centre environment
Demonstrable evidence of creating and delivery long term training and quality strategy to change the trajectory of a department
Experience implementing an E-Learning tool in a fast paced contact centre
People development – evidence of successful succession planning and talent development
Competent knowledge of technologies used at the customer interface
Competent knowledge of social channels and how they can be used for both customer care and customer engagement
Leadership skills attained within a dynamic and empowered culture - evidence of implementing cultural change and taking a population with you
Flexible approach to cope with a fast changing environment
Proven strengths in strategy development, leadership and relationship building
Budgetary management experience
Excellent communication, written and presentation skills
Strong attention to detail and manage work or projects to completion within agreed timescales and budget
Strong team management skills, including coaching and development
Extensive experience in Contact Centre training, training content design, monitoring, and Quality Assurance compliance

Training & Quality Assistant Manager Resume Examples & Samples

At least 5 years experience in the related field
Minimum 2 years of Supervisory experience in Quality/Ops/Training
Yellow Belt / Green Belt Trained

Training & Quality Team Manager Resume Examples & Samples

Organise, plan, facilitate and deliver a comprehensive Training Plan for the Sales and Customer Services departments
Facilitate and Implement the Induction, training and assessment of all new Sales and Customer Support agents
Evaluation and design of training materials
Complete regular training needs analysis; in response to business needs and changes to policies, procedures or systems. Drive and implement Training Programmes to proactively support the call centre’s sales strategy; ensure all training programs are continuously monitored, evaluated and reinforced for short and long-term effectiveness
Produce reports based on training activity, coaching activity and trends to highlight effectiveness and overall results
Manage the Performance of the Contact Centre Trainer, Quality Assurance Advisor & Training Support and Quality Advisor as required
Help support and promote a world class sales and service culture
To fully support the company goal of maximising sales and customer satisfaction
Support operations through performance management and training of supervisors
Utilise Quality Advisors to train and certify evaluators per Quality Assurance policy whilst also guaranteeing on-going calibration for all projects and evaluators ensuring a formal evaluator review process remains in effect
Utilise Quality Advisors to ensure constant review of monitoring forms and ongoing feedback to evaluators regarding the quality of their work
Administrate training products, survey, quality and call recording
Analyse training feedback and coaching data, communicate trends to relevant stakeholders and inspire and drive the benefits of an effective Training and Quality program
Compile current statistics to document all departmental activity and results. Provide meaningful feedback to necessary Head of Departments
Partner with Centre Leadership Team to stay informed of changes in policies, procedures and processes. Communicate and implement changes to processes in a timely manner
Participate in local meetings and international conference calls as assigned
Share best practice and success throughout Ticketmaster and Live Nation
Undertake other duties as required by the various Departmental Managers
Strong communication skills, able to communicate clearly and precisely in written or verbal form
Excellent time management and organisational skills, detail-oriented and self-motivated
Contact centre leadership experience
Demonstrated ability to document and communicate employee performance in a positive and effective manner
Able to handle escalated employee concerns
Proficient at Microsoft Word, Excel, PowerPoint and Outlook
Ability to work in a fast-paced environment and under pressure to meet frequent deadlines
Ability to maintain good working relationships with co-workers, clients, customers, and management
Previous training and/or coaching experience, ideally in a Sales environment
Must be able to work efficiently in a fast-paced, deadline driven environment
Supervisory, coaching and mentoring experience preferred
Experience in interviewing/recruiting
Knowledge of HR/Employee relations practices
A relevant professional training qualification e.g. CTP is desirable
A flexible approach to work and shift schedules
Sales and service focus
Effective communication to all levels
Coaching and development
Working on initiative

Senior Manager, Global Quality Training Resume Examples & Samples

Design, develop, and lead implementation and delivery of a global governance model for the quality system professional training program to ensure job-based training requirements are effectively assigned, executed, and managed
Establish the global professional training program infrastructure, including requirements matrices, to ensure training requirements are properly developed and assigned in our Learning Management System (LMS)
Effectively integrate the global training program infrastructure with LMS functionality in partnership with owners of the Learning Management System (i.e., Human Resources and IT teams)
Evaluate and communicate the effectiveness of training delivery through development of meaningful metrics; partner with area leadership to improve training effectiveness
Establish and lead a global Training Forum to share best practices for development and delivery of effective professional training across Edwards
Serve as Subject Matter Expert for professional training during internal and regulatory agency inspections and audits (e.g., FDA, Notified Body, etc.)
Ensure training documentation and records are completed, accurately updated, and archived in compliance with quality system requirements
Bachelor's degree with 12 years of experience (or Master’s degree with 10 years) leading or managing a training program required
Experience working within a regulated environment preferred
Experience with LMS systems preferred
Excellent facilitation and presentation skills
Excellent documentation and communication skills and interpersonal relationship skills including negotiating and relationship management skills
Ability to translate highly complex and technical information to all levels of the organizations
Recognized as an expert in own area within the organization while applying advanced technical principles, theories and concepts in related disciplines
Expert knowledge and understanding and knowledge of principles, theories, and concepts relevant to training infrastructures and programs
Advanced problem-solving, organizational, analytical and critical thinking skills
Preferred experience with FDA QSR/cGMP and ISO 13485 requirements
Strict attention to detail with demonstrated understanding of broader context, priority and significance
Demonstrate good judgment by proactively escalating issues as appropriate
Ability to manage competing priorities in a fast paced environment

Manager, Quality Training Resume Examples & Samples

Ensure that all remote LMS administrators are qualified to perform the activities necessary to support their site or function
Ensure that the LMS policy, procedures, and work instructions comply with regulatory requirements and provide clear unambiguous direction to users
Support regulatory audits and inspections with respect to requested training, as needed documentation/report. Assist in site and personnel preparedness as requested. Provide timely, complete, and compliant responses when required
Evaluate periodic ComplianWire platform releases and lead change control activities to maintain the software in a validated state
Ensure that the transfer of documents between the Quality Stream electronic Document Management System and ComplianceWire is controlled and functions correctly
Provide guidance to sites and assist with execution of assignments relating to quality training
Interface with manufacturing sites and sector leadership to identify, plan, lead and execute quality and compliance improvement and strategic training initiatives
Participate actively on cross-functional support and process improvement teams
Support/Manage strategic training program affecting multiple manufacturing sites
Actively support sites through development and implementation of training elements through auditing and consultation
Provide metrics that clearly indicate training timeliness and its performance against stated goals
Provide quality/compliance guidance on matters pertaining to training
Manage the activities and professional development of direct-report
Develop GMP training
BS/BA in a related field or equivalent experience in training
Minimum of 8 years of pharmaceutical and/or related medical devices experience and at least 2 years of experience managing the administration of a learning Management System. Previous direct or indirect supervision of personnel is preferred
Certification as an administrator of a Leaning Management System, or demonstrated equivalent experience and expertise is required
Thorough understanding of regulatory requirements associated with training of personnel and training documentation
Thorough understanding of regulatory requirements associated with change control and software validation
Effective interpersonal skills as well as written and verbal communication skills
Expertise in Leaning Management System administration

Manager, Revenue Cycle Training & Quality Resume Examples & Samples

Manage a team of Revenue Cycle Process Operations Excellence Specialists and Revenue Cycle Trainers
Provide leadership, coaching and development plans for all direct reports to maintain an engaged and productive workforce; partnering with Human Resources on employee matters
Manage the development of policies and procedures in Revenue Cycle
Maintain a policies & procedures strategy and plan for the organization, and develop content
Ensure all new polices & procedures have a corresponding training plan
Provide guidance with regard to policies and procedures needed to help ensure compliant documentation
Develop and deliver educational training materials to revenue center employees as needed
Establish, maintain, and deliver a new training curriculum for new hires and existing employees across revenue cycle
Partner with other revenue centers to ensure materials and training delivery is consistent across the organization
Supervise and review work of the Revenue Cycle Process Operations Excellence Specialists and Revenue Cycle Trainers
Oversee quality assurance checks and follow-up post training to ensure processes are being followed as instructed
Collaborates with various departments across Fresenius
Enhance and develop audit protocols and train audit team for quality assurance purposes
Conduct quality assurance reviews of records, make recommendations and support those recommendations with authoritative guidance
Identify areas for educational opportunity within the revenue centers
Attend post-audit results meetings to identify new training opportunities, or areas of re-training within the revenue centers
Assist with other projects or assignments as requested or needed
6+ years’ healthcare revenue cycle experience
Must have prior experience with training
Must have prior management/supervisorial experience
Knowledge of end-to-end revenue cycle processes and understanding of healthcare terminology
Familiarity of interdepartmental interactions as it relates to revenue cycle
Attention to detail and well organized
Ability to present in front of large groups
The utmost professionalism to work with senior leaders in the company
The ability to multi-task and manage multiple projects at one time
Knowledge of concepts, practices and procedures of revenue cycle, finance and accounting
Strong working knowledge of Windows-based software applications (i.e., Word, PowerPoint, Excel, Visio)
Self-starter, independent thinker and collaborative team player
Excellent interpersonal skills and team oriented
Well organized and detail oriented
Positive attitude, enthusiastic and energetic
Prior experience with Cerner Soarian is a requirement

Senior Manager Global Quality Training Resume Examples & Samples

Oversees the suitability and effectiveness of entire training program that includes, but is not limited to: various web-based seminars, printed manuals, group training sessions, training videos, outsourced training, various read & acknowledge documents and more
Determines specific training needs and requirements for various organizations or groups by meeting with managers, talking directly with employees, or administering surveys
Ensures appropriate curricula is developed for Smiths Medical employees based on responsibility, job type, or function/area supported
Selects and implements (ensuring proper validation) the most appropriate computerized system to automate many of the basic tasks and aspects associated with the training process
Ensure the appropriate level of resource (i.e. training coordinators) and human capital is obtained to implement and sustain the training process
Modifies or creates specific Enterprise –wide course materials, develops relevant content, to meet specific training needs
Presents in-person and online training sessions, or hires qualified personnel to perform related tasks
Oversees the scheduling of specific training sessions, organizes information technology and other equipment, and manages course enrolment
Creates and/or updates training related SOPs and Policy’s to ensure that they are effective and up-to-date and makes updates as necessary
Works with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments
Manages training budget/costs for related programs, productions, and publications and other materials required to support the training process
Maintains understanding of new educational and training techniques and methods and brings state of the art ideas back to the team
This position is required to assure compliance of Company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including knowledge of all standards, government occupational health and environmental regulations and statutes related to the site)
Engage others, promote, and participate in Environmental, Health, and Safety initiatives, focusing on continuous improvement
University Degree (BA degree) required
10+ years working in a FDA (GxP) regulated Medical Device / Pharmaceutical industry providing exceptional training solutions
Expert knowledge working with training software systems / computerized systems solution packages
Computer literacy to an advanced ability preferred
Comprehensive knowledge of Microsoft Power Point application; experience in Crystal Reports or other reporting type tool is preferred
Experience working with project teams to implement large scale processes and any subsequent process changes
Solid working knowledge of the Food and Drug Administration’s Quality System Regulation (Part 820) and International Standard (ISO 13485)
Experience rolling out training programs to large populations
Excellent attention to detail and documenting in detail
Ability to implement large scale training program including the implementation of the associated training computerized system
Ability to produce reports and presentations in a variety of formats to meet stakeholder needs and prioritize work
Ability to create written correspondence that is professional and demonstrates an understanding of appropriate level of communication to targeted audience
Self-directed and highly self-motivated
Ability to interact well with cross-functional areas of the company
Excellent verbal, written, and listening skills; ability to communicate effectively; speak clearly and in a courteous and professional manner, with grammatically correct English

Global Quality Training Manager Resume Examples & Samples

Primary responsibilities include development of global training policies, procedures and tools specific to Regulatory & Technical Operations topics
Conducting training needs assessments, development of training plans for the operations division, and establishing a training and development forum that will foster a culture of Quality and regulatory compliance
Works independently and with business partners to develop, design, and deliver specific training and development initiatives
Manages the Regulatory and Compliance Matrices within our Global Learning Management System
Responsible for ensuring initiatives meet key business, employee, and team needs and implement evaluation system to measure effectiveness
Subject Matter Expert (SME) for training during internal and regulatory agencies’ inspections (ISO, GLP, GMP, etc)
Analyze developmental needs for quality, regulatory and technical operations performance issues and determine strategies to meet needs
Lead the design, development, implementation, and delivery of training and development initiatives to meet regulatory & compliance needs
Develop reporting mechanisms, provide reports and present training metrics to management
Evaluate the effectiveness of regulatory, compliance, and technical operations training initiatives and provide results at management reviews
Bachelor's degree in Business Administration, Instructional Design, Regulatory Affairs or relevant field
5+ years of experience in a regulated environment with a minimum of 3 years focused on training and development in the Operations or Quality / GMP area(s). GMP and Regulatory Agencies’ inspections experience
Experience with a validated Learning Management system preferred (Success Factors / Plateau)
Strong analytical and strategic thinking skills
Experience with developing technical training materials using blended learning techniques including e-learning
Proven ability to manage people and highly visible projects
Strong working knowledge of applicable quality and regulatory standards and regulations
Extremely solid presentation and group facilitation skills
Ability to identify needs, design training and performance solutions and measure impact
Proven LMS experience a must, Success Factors / Plateau experience a plus
Ability to influence partners and key stakeholder groups

Manager Customer Service Quality Training Resume Examples & Samples

Manages four employees: Training, Asst. Manager; Training, Coordinator; and two Quality Coordinators
Interviews SME’s and Agents to understand learning and development needs
Oversees the design and/or sources and relevant learning solutions for call center and internal customer care agents
Manages and collaborates with internal and external training providers for the quality of learning solutions that align with strategic objectives
Evaluates and quantifiably assesses the overall effectiveness of learning solutions, provides ongoing feedback and oversight of any vendors to improve training program
Manages and enhances the existing quality monitoring program to better measure the performance of the overall call center(s) vendor(s), as well as the quality of their customer care agents and leaders
Creates/maintains a scorecard or similar measurement tool to ensure consistent quality and a high performance by any customer care agent and vendor
Partners with outside vendors to establish a regular reporting cadence of quality measurements to ensure accountability of performance metrics as outlined by the contract/scope of work
Collaborates with cross-functional partners and business leaders to facilitate development of learning roadmaps
Implements Knowledgebase solutions for contact center standard operating procedures
Builds all elements of training plan including facilitation guides, participant guides, exercises, and certifications

Manager Customer Service Quality Training & Knowledge Resume Examples & Samples

Experience in delivering training programs in a call center environment
Thorough knowledge of call center Quality Assurance programs or similar experience
Solid experience in leading teams, project management methodology, process improvement methodology, and call center industry
Experience leading a training team in a fast-paced environment for large workforces, customer service call center experience preferred but not required
Demonstrated ability to interact with peers, senior management, and other departments in a professional manner in effort to reach business goals, and demonstrates the ability to influences those individuals/groups to produce results
Strong organizational, leadership, and interpersonal management skills
Exceptional interpersonal communication skill, both written and verbal
Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Outlook)

Manager, Quality & Training Resume Examples & Samples

Ensures quality reporting is delivered timely
Identifies quality trends and develops training plans to help create process improvement opportunities among employees in his/her assigned area(s)
Manages a team and more complex quality and training activities including the development and implementation training plans and programs which meet the business objectives, goals or organizational readiness of his/her assigned area(s) of responsibility
Manages and implements training and quality initiatives for his/her assigned area of responsibility
Manages and oversees and may develop the budget for his/her area(s) of responsibility
Manages quality review process and feedback to leadership/staff
Manages the development of more complex training materials which meet the training objectives of his/her assigned area(s) of responsibility
Partners with senior leaders to effectively manage compliance and accuracy objectives while delivering an exceptional customer experience
Provides leadership to a team of quality and training employees, provides guidance and direction in the achievement of training and quality objectives
5+ Years experience in training that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience (Required)
4 Year/Bachelors Degree or equivalent work experience (4 years of experience in lieu of Bachelors) (Minimum Required)

Manager, Quality Training Resume Examples & Samples

Maintain a compliance training program in accordance with FDA QSR, ISO 13485 regulations
Establish training processes, including pre and post learning assessment, established objectives, support activities and maintenance programs
Lead the Training staff to ensure compliance gaps are addressed in an effective and timely manner
Partner with internal teams for the development and delivery of training in alignment with FDA QSR, ISO 13485 regulations. Monitor the training program and ensure training gaps are timely addressed
Identify external vendors and internal resources for collaboratively developing training programs. Negotiates contracts with vendors and manages vendor relationships as required
Create a methodology to provide consistent communication on the status of all programs and services provided to ensure the most effective execution
Lead or participate in projects designed to improve training and learning throughout the organization
Create metrics and assess impact of training programs
Deliver training as required
Ensure that all required training is identified for and completed by all direct reports
Evaluate staffing needs and costs; identifies, hires and promotes individuals with the right skills and competencies necessary to achieve superior results
Develop a team environment that values diversity and uses various individual’s strengths to the benefit of the team
Additional responsibilities as requested or required
Bachelor’s degree required, Masters preferred
Knowledge of regulations for medical devices (21 CFR 820 and ISO 13485). ASQ certification preferred
Organized and details oriented; proven ability to meet deadlines
Strong analytical skills; verbal, and written communication skills
Ability to work individually and as part of teams
Computer System, Window Microsoft– Office (Word, Excel, PowerPoint), Good Documentation Practices, CAPA, Validations and Statistic (Sampling Plan & Tools of Data Analysis) knowledge
Minimum of 20% travel
A minimum of 5 years of experience in developing and managing training programs
Adult learning or instructional design experience. Experience with Learning Management System preferred