Overview
MAIN RESPONSIBILITIES (Non Exhaustive) :
1. Provide an overview of performance of Training team on bi-weekly basis
2. Oversee performance of the trainers, performance of new hire on-boarding, and reporting to Meta Training Team
3. Develop proactive training strategies to improve quality metrics of the agents
4. Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
5. Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
6. Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
7. Discuss/review with Meta trainers on class observation process
8. Ensure adherence of Training Team Key Performance Indicators
9. Attend all Train the Trainers and training related meetings with Meta training team
10. Attend and participate on Global Quality Calibration Session
11. Attend Weekly Business Reviews, and Monthly Business Reviews
12. Support the planning, scheduling, and coordination of all required training for their sites
13. Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
14. Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
15. Ensure complete, accurate and timely data collection and communication by trainers
16. Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans
17. Monitor new hire knowledge before and after training to help determine follow-up training required
Security Role and Responsibilities
According to the Personal Data Protection Act, the Site training and quality Manager is committed to:
18. Process personal data, customer data and data relating to procedures and business of the company in accordance with the law on the protection of personal data, the internal regulations, the security policy and the company's IS usage charter.
19. Protection of personal data, customer data and data on the internal functioning of the company by ensuring the confidentiality of such information, which is brought to the attention of the employee in the course of his duties, even after the contractual relationship between the company and the employee has ended.
20. Inform his immediate supervisor of potential threats and plausible incidents that may affect the normal course of work and the secure processing of data.
21. Ensure the proper handling of information and use of IT resources, applying all applicable rules and established procedures.
22. Participate in company-organized security training, including training on data protection and processing.
SKILLS AND PREREQUISITES :
ØConditions of access to the position
23. Education : 4 years of higher education in Human Ressources, Management, or Quality experience
24. Experience : Minimum 5 to 7 years in total including 3 to 5 years in training
25. Preferred trust and safety experience
ØKnowledge and know-how
26. Training
27. Knowledge of quality standards
28. Management Skills
29. Audit skills
30. Analytical skills
31. Synthesis Skills
32. Risk management
33. Communication
34. Innovation
35. Conflict management
ØPersonal skills
36. Results orientation
37. Team spirit
38. Autonomy