Quality & Training Manager

Responsibilities：

• Quality & Training Manager is a key managerial position within company operations, reporting directly to COO, in charge of implementing company quality system and operational training programs, focusing on continuous development and enhancement of company operational standards.
• QTM will manage a team in charge of performing all related quality actions: complaint management, customer surveys, incentive plans, service audits, praise management, procedure accuracy controls and others
• Will be the central contact point for all operations related complaints managing investigations and providing immediate feedbacks to internal and external stakeholders
• Will use quality management data to provide visibility to Senior Management on trends and concerns, facilitating strategic planning and investments decisions
• Must prepare and define training actions using data obtained from quality management process
• Organize & lead quality meetings and councils focused on sharing relevant information within the organization with view in raising company awareness on quality topics
• In charge of ISO 9001:2008 certificate request internal & external audit.
• Training: prepare, organize, co-ordinate a team in charge of delivering trainings to new and existing operational staff, in order to ensure high operational performance.
• QTM will have to prepare and validate training schedules, training programs and materials (work books, questionnaires, tests…), will keep list of training records per staff, will organize and follow the technical trainings delivered by Technical Advisor, and identify all operational needs, in order to suggest new actions. Will also liaise with our System Support areas to organize and deliver system trainings.
• Coaching and auditing: QTM will implement coaching plans to new and old operational staff, monitoring real-time their work and giving immediate feedbacks and suggestions. Will keep a comprehensive record of the coaching actions. QTM team will also monitor once a month each AC auditing calls according to existing audit forms, and results will be summarized to upper management.
• Organize and keep updated Knowledge Database used by all operational platforms.
• Prepare and analyze operational reports and statistics (volumes, quality indicators, trends, main KPI)
• Lead and deliver key quality certification initiatives, namely ISO 9001 project to be delivered in 2011.
• Monitor and mentor staff to enable timely, efficient and innovative solutions to the compnay business. Provide the necessary staffing support to (both internally and externally) to meet objectives and deadlines.
• Manage team performance individually and as a group, as required to ensure KPI achievement and maintenance of professional standards.
• Contribute to define and enrich China strategy at Senior Management level, as a subject matter expert in his areas of expertise.
• Will also contribute to align Group, Regional and China strategies, pro-actively communicating among entities, and balancing strategy compliance and performance issues.

Required：

• 5 – 10 years experience in quality management departments serving service companies, ideally in the insurance / assistance industries, and / or call centre services.
• Team management skills, ability to organize people and tasks, keeping good control on the activity.
• Strong ability to analyze facts and data, providing precise and neutral opinions to support management decisions, and negotiation skills.
• Related educational background, with focus on quality systems & methodologies.
• Experience with training functions and projects will be a plus, alternatively candidate needs to demonstrate ability to lead a training team that will implement related quality initiatives.
• Demonstrated ability to work across various business divisions, and achieve good outcomes getting departments commitments and actions.
• Performance orientated, demanding, strong leadership, ability to communicate assertively with teams, peers and management.
• Highly effective and strategic communication skills both verbally and written, ability to formalize and report.
• Excellent command in English and Chinese Mandarin.
• Microsoft Office Suite