Supervisor
Department:
Training & Quality
Typical Tenure for this Role:
2-5 years
Promotion to this role is subject to availability.
Role Overview
Role Description
The Supervisor, Training, Mentoring & Quality Analytics is a strategic leadership role responsible for supporting the vision, development, and implementation of strategies that support the needs of IA Customer Solutions, its customers, and employees. This position acts as a sponsor, business lead, and owner for the implementation of training, quality, and mentoring programs that govern the entire employee development lifecycle.
Core Responsibilities Include:
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Learning & Development Leadership: Lead the creation and oversight of the organization’s learning and development process, including training content, delivery, the digital library, and the knowledge management hub. Partner with the Head of L&D to build the appropriate infrastructure.
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Team Development: Develop and coach a multi-functional team through observation, regular feedback, and coaching conversations to improve content design, training effectiveness metrics, and quality assurance results.
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Quality Assurance: Develop, implement, and lead quality assurance programs across the organization to ensure service standards are being adhered to and exceeded.
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Voice Analytics: Support the implementation of the Enterprise Voice Analytics platform, including tuning, creating employee scorecards, uncovering sentiment trends, and identifying opportunities to improve first call resolution.
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Strategic Planning: Act as the "voice of the agent and customer" in designing and implementing initiatives to promote ease of use, profitability, retention, and efficiency. Responsible for the maintenance and execution of the Organization's Business Continuity Plan.
Key Skills & Competencies
This role requires a leader with strong technical acumen, project management skills, and experience leading people:
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Leadership Experience: Three or more years of leadership experience, preferably managing teams of four or more employees with varying roles.
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L&D Knowledge: Familiarity with adult learning principles, instructional design best practices, and blended learning methodologies.
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Technical Proficiency: Strong technical skills, including experience with reporting tools like Excel and Tableau.
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Relationship Management: The ability to develop and maintain effective working relationships across all levels of the organization.
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Project Management: Proven skills in project management, including planning, oversight, execution, and project controls.
KPIs
Coming soon!
Role Development
Learning and Development
A Bachelor's degree is required for this role.
The following trainings are an advantage:
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Instructional Design
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AMA Management Training
Guidelines for Promotion into this Role
Meeting or exceeding KPIs in current role.
Beyond this Role
Common Next Roles
Coming soon!
Similar Roles
Coming soon!