Senior Training and Quality Manager (BPO)

We are looking for a high-performing Senior Training and Quality Manager for our BPO team in Vietnam to help us manage the Quality and Training practice, day to day quality operations and ensure quality targets and performance are met across all lines of business for Vietnam site.

• A newly-created position
• Fast-growing company
• International working environment

Where you will work

This is an onsite job. Our Senior Training and Quality Manager will work in our Vietnam office.

Responsibilities

Our Senior Training and Quality Manager will work directly with our Director of Quality and other functional teams and be responsible for following tasks, including but not limited to:

• Manage the Quality and Training practice for all sites in Vietnam;
• Manage back-to-back ramp-up classes;
• Supervise a team of up to 8 managers with an entire function size of 70 members;
• Manage day-to-day quality operations and ensure quality targets are met across all lines of business
• Ensure quality and performance management framework is in place and coordinated across all stakeholders both internal and external and ensure process standardization;
• Conduct Gap, Value and Root Cause Analysis , develop insights, and recommend action plans to improve performance and control;
• Design quality strategies manage scalable processes and implement TnQ end-to-end initiatives with clear goals and timelines;
• Work with internal and external stakeholders on quality strategy and process improvements process, champion change management and recommend tools, procedures, and workflow enhancements;
• Establish quality governance process and ensure efficient and effective communications and organization;
• Establish, manage and lead the Learning and Development function for the region;
• Ensure all training programs and content meet business and operations standards;
• Develop and coach quality and training managers, Identify and analyze knowledge skill gaps and performance improvement opportunities and provide relevant training needs;
• Drive consistency and best practice sharing of standard practices within the organization;
• Recruit, lead and develop direct reports. Ensure adequate support function staffing of highly experienced and well-trained personnel across all LOBs;
• Maintains good working relations with clients and serves as the primary point of contact on Quality performance and process innovation;
• Create an inspiring team environment with an open communication culture.

Job Requirements

Our Senior Training and Quality Manager is expected to have the following qualifications:

• Bachelors degree in related field from a four-year college or university;
• Excellent communications skills, speaking reading and writing in English articulate and a confident orator;
• At least 10 years work experience with 5 years of leadership experience supervising functional leads in a BPO, contact center, support services or any similar industry;
• At least 5 years experience managing training and quality functions as a manager;
• Provided functional support to an operations or program with a minimum headcount of 800 FTEs;
• Highly proficient in Quality, Training, and process improvement methodologies;
• Experience in managing external clients;
• At least Lean Six Sigma Green Belt trained and certified;
• Experienced in designing, creating, and implementing experiential learning tools and methodologies is a plus;
• Good Organizational and time-management skills and good work ethic;
• Good problem-solving, critical thinking, creative thinking, and analytical skills;
• Able to encourage and lead others to achieve relevant results;
• Able and willing to work in shifting schedules including night shifts, public holidays, and overtime;

Benefit:

1. Salary and Benefits

• Attractive salary and benefits (Competitive Basic Salary, Lunch)
• Relocation package: Flight ticket to Vietanm and one-month-hotel expenses, Visa and work permit expenses;
• Allowance, 13th-month Salary, Additional Bonus, Profit Sharing) and annual salary review;
• Full package: 100% salary in probation, 100% compulsory insurance covered by the company after the probation;
• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
• Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
• Annual health check, annual flu vaccination;
• Annual company trip, monthly fantastic internal events;
• Summer vacation (Paid days off and bonus);
• Paid leave (12 days/year).

2. Working Environment

• Flexible working hours, we work 40 hours per week (Monday-Friday);

• International, fun, and professional working environment:
• Working closely with both experienced Vietnamese and foreign experts;
• Standing desks if you like, Modern hardware, No dress code, Free drinks (coffee, tea, etc.)
• English working environment: Work closely with foreign colleagues and managers from global branches of Gear Inc;
• Internal English class fully sponsored by the company with a native teacher during working time;
• Training and career development opportunities;
• Pet-friendly working space (we have 4 cats and dogs);
• Free in-house gym and game room for everyone. We love board games, video games, PS5, ping pong, football tables, and VR games.

All interested candidates are welcome to apply. Please send your resume expressing your interest to us. Kindly note that only shortlisted candidates will be contacted by our HR team.