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ACCM - Service Excellence

ACCM - Service Excellence

Posted 20 January by Firstsource Solutions
Featured Ended
Master List Ref:  
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1 Process Owner:
 Human Resources Process Administrator:
 Human Resources


Training & Quality Manager (Service Excellence)



Firstsource is a leading provider of customised Business Process Management (BPM) services.
We specialize in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India.
Our ‘right shore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.


Role Title:
Training & Quality Manager (Service Excellence)

Firstsource Solutions – Derby

Reporting Relationships:Reports to UK Head of Training and Quality, with a dotted reporting line to the General Manager Operations onsite, reporting on performance weekly and monthly and working as part of the core leadership team onsite to deliver best in class results.

Job Purpose:The main purpose of this role will be to own and drive the onsite strategy for both Learning & Development and Quality Management for the Derby location, working in tandem with the onsite General Manager Operations to ensure that we are delivering best in class service in the areas of training, development and quality. Leadership is a key requirement in the role as well as ability to drive strategy and manage key stakeholder relationships. Making sure learning, development and quality performance are aligned and embedded into our Operations strategy for the site is a key priority for this role.
Day to day you will lead and manage a team of quality and training staff, motivating them to achieve targets through excellent coaching and mentoring. Ability to bring personal experience of coaching, learning and subject expertise to the team will be fundamental to your success.
Primarily this is a leadership role; however some reporting and admin tasks will be expected.  Relationships with key stakeholders in the Derby and wider UK teams will be key to your success; therefore you will need to bring your great communication and relationship management skills to work with you every day.
For learning & development, you will need to lead and manage the team to deliver best in class and modern learning into the workplace. Keeping on top of the external landscape and scanning the environment for the “workplace learning of tomorrow” will be important to your success. Quality of performance in the business through modern and effective frameworks, as well as having stringent processes in place to ensure the company is compliant in all areas, is a huge part of the strategy that will need to be in place. Having a healthy performance culture across the team will be your responsibility also in order to achieve great results.
Overall we want you to make the training and quality experience a fully engaging one within our business, which adds great value to our customers every day. You will have full responsibility for making that happen.

Reference: 39776207

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