Sr. Supervisor, Global Training & Quality

About the role

Lead and manage Training facilitator(s) and Quality Auditor(s) and/or efforts across one or more countries and business segments. Responsible for overseeing the development, delivery, and evaluation of customer service training and quality programs, ensuring the quality of these programs meets regulatory and industry standards.

Responsibilities

- Lead and manage training facilitators and quality auditors supporting multiple business segments and countries - Provide coaching and feedback to training facilitators and quality auditors - Conduct regular observations of training sessions and quality audits to ensure compliance with training and quality standards - Oversee the development, delivery, and evaluation of the training and quality programs to meet the needs of our employees and customers - Develop and manage the department's budget, track and monitor expenses - Create and deliver engaging and interactive training materials, including presentations, handouts, and online resources - Collaborate with subject matter experts to ensure training content is accurate and up-to-date. - Review and approve training and quality evaluation materials. - Develop and implement evaluation methods to assess the effectiveness of programs - Analyze data and provide recommendations for improving training programs

Requirements

- Bachelor’s degree in a related field, or equivalent training experience - Minimum 5 years of experience in Training and Development, with a focus on adult learning - Minimum 3 years of experience in customer service quality and auditing - Working budget and P&L financial acumen - Strong knowledge of adult learning principles and best practices - Strong analytical and problem-solving skills - Previous experience in a customer-facing role - Certified Professional in Learning and Performance (CPLP) or Certified Training Professional (CTP) certification preferred - Certified Quality Auditor or Certified Internal Auditor - Excellent communication and interpersonal skills - Ability to design and deliver training programs using various modalities, including on-site and virtual training - Knowledge of the healthcare industry

Qualifications

- Bilingual or multilingual skills

Skills

- Effective leadership and management skills - Strong organizational and time management skills - Proficient in Microsoft Office Suite - Ability to analyze and interpret data - Excellent verbal and written communication skills - Strong attention to detail

Benefits

- Comprehensive compensation and benefits package - Medical and dental coverage starting on day one - Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance - Employee Stock Purchase Plan (ESPP) - 401(k) Retirement Savings Plan (RSP) - Flexible Spending Accounts - Educational assistance programs - Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave - Commuting benefits - Employee Discount Program - Employee Assistance Program (EAP) - Childcare benefits

Pay

- Estimated base salary range: $76,000 - $104,500 annually

Schedule

- Full-time position

Contact

Address: Skaneateles, NY 13153, United States of America