Quality Training Manager - Redmond, WA

The Training Manager (TM) is responsible for the internal and external training and development needs within VMC and their clients. Working with internal and external teams to ensure that the training initiatives/needs are completed on time and within budget, partnering with sales, services, clients, proposal teams, third-party vendors, and IT creating needs analysis for all parties. The TM manages, plans, and administers the training project lifecycle activities for assigned projects, assisting in the creation of the training outlines and content, project prioritization, scheduling, task assignment, project communications, implementation, and post implementation support.

Essential Job Functions:

• Frontline Agents
• Team Leads
• Supervisors
• Managers
• Quality Monitor Managers
• Evaluate and provide training outlines and content on:
• Leadership Training
• Team Leads
• Supervisor
• Management
• Technical Support Services Offered
• Customer Support Services Offered
• Call Center Support Tools
• QCS (Quality Customer Service)
• Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers
• Designing training and development programs based on the organization’s needs
• Considering the costs of the training and development programs that are being planned and to keep within budgets
• Working within a team to produce training and development programs that are satisfactory to all relevant parties such as frontline agents, frontline management teams, and senior managers at board level
• Assisting in planning, developing and organizing training sessions
• Assisting in producing training materials for in-house courses
• Managing the delivery of training and development programs
• Delivering training in a manner that is easily understandable to trainees and in a way that motivates them
• Monitoring and reviewing the progress of trainees
• Insuring that client training requirements are met
• Evaluating the training and development programs
• Continually amending the training and development programs as necessary, in order to adapt to the changes that occur in the work environment
• Helping people such as frontline managers and trainers to solve specific training problems either on a one-to-one basis or in groups
• Supervising the work of trainers