The Quality, Training & Policy (QTP) Manager is responsible for overseeing the execution and alignment of quality, training, and policy initiatives ensuring that teams perform at the highest standards. This role involves driving operational excellence through collaboration with the Operations team, supporting change management efforts, and continuously evaluating processes. The QTP Lead also monitors performance metrics to identify areas for enhancement, engages client counterparts to foster strong partnerships, and leads innovative efforts to elevate functional capabilities. The QTP lead owns the overall quality and training agenda and analysts in these spaces.
Key Responsibilities:
End-to-End Program Oversite: Manage the execution of quality, training, and policy (QTP) initiatives across the site, ensuring seamless delivery of policy changes, training programs, and quality improvements. Partner closely with delivery teams, Customer Experience as well as the Transition Lifecycle team. This oversight includes the overall strategy and agenda for the QTP space and enabling the team to successfully deliver upon these strategies.
Team Performance Management: Lead and drive the performance of teams, ensuring alignment with program objectives and operational excellence.
Collaboration with Operations: Partner with the Operations team to develop and implement action plans that drive quality improvements, enhance new hire success, and ensure effective dissemination of changes.
Performance Monitoring: Regularly review performance metrics and data to identify areas for improvement and drive actionable strategies to enhance outcomes.
Governance and Communication: Establish governance frameworks and engage with internal stakeholders and client groups to communicate progress, track execution, and report on key initiatives.
Client Engagement: Build strong partnerships with client counterparts through regular engagement, ensuring collaboration, alignment of goals, and mutual success.
Role Requirements:
This is an onsite in San Antonio, TX
The role requires candidate pass English Assessments (written and spoken) with a minimum score of C1 for each