Supervisor, Training & Quality

Job Title:Supervisor, Training & Quality**Job Description**:**Essential Functions/Core Responsibilities**:- Develop a department of well-trained, competent professionals who continuously improve the organization and themselves- Drive initiatives to improve the quality of Training and Quality support provided at Convergys by evaluating and improving internal processes- Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations- Create and maintain consultant training schedule- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans- Conduct Coaching and Development sessions with team members to drive continuous improvement.- Develop strong working relationships with key Business stakeholders, internal and external- Oversee audits of key Training and Quality support processes within each account and recommends changes- Administration of applicable certification and training processes for staff up to and including internal and client requirements- Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate- Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)- Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans**Location**:Costa Rica- Barreal de HerediaLanguage Requirements:Time Type:Full time