Training and Quality Director
FPS, Pune
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver
breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

Integrity – Do whats right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence – Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability – Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace – Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!

As a Training and Quality Director, you will be responsible for directing, planning, organizing, and coordinating all aspects of the Training and Quality Assurance functions across the organization. You will be working in a fast-paced, highly collaborative environment; thrives in and drives a culture based on our core values. This role reports to the VP, Performance Support.

Responsibilities

Design, develop, and implement training and quality strategies, curriculum, processes and initiatives
Own overall management of training systems, content and support materials
Ensure consistency in the quality of training programs, materials and initiatives.
Review and enhance metrics and tracking mechanisms to build accountability, assess training
effectiveness, measure results, evaluate trends, and optimize the impact of training programs
Develop effective relationships with business leaders and peers gaining a deep understanding of business and culture to connect learning needs and training offerings to the business strategy
Provide leadership for training and quality teams and ensure calibration with internal standards,
develop methodologies and ensure consistent evaluation
Facilitate calibration sessions with contact center leaders to ensure consistency in the evaluation process across teams
Implement change management strategies by identifying key stakeholders, approaches, and
communication plans for developing new processes, technology, and/or tools
Investigate any inconsistencies and create solutions by providing corrective and preventive action plans to drive operational improvements

Qualifications
Bachelors degree with a minimum of ten (10) years work experience as a Training and Quality Director instructing in an adult learning environment preferably in the call center, customer service or related industry.
Exceptional written and verbal communications , presentation and facilitation skills and can deliver information and instruction with great clarity
Must have strong analytical skills and capable of gathering, conducting and evaluating analyses, identifying points of improvement, and developing clear and compelling solutions and strategies from the findings
Has strong people management skills with work ethic working under minimal supervision
Must be agile, organized, strategic and has a strong business acumen to measure key service
deliverables

FPS Innovation Labs Private Limited

www.fpsinc.com

1. No 2/5, Lala Gunda, 1st Street, Old Washermanpet, Chennai, Tamil Nadu 600 021
2. EON IT Park, Kharadi, Pune