Summary of Job:

This position is responsible for the management of all performance development (to include training initiatives) and quality assurance functions, including supervision of department employees. Designs and conducts training and development programs to improve individual and organizational performance. Analyzes training needs for organizational efficiency and effectiveness.

Job Responsibilities:

• Plans, develops, and provides training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
• Confers with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
• Train instructors and supervisors in techniques and skills for training and dealing with employees.
• Develops and organizes training manuals, multimedia visual aids, and other educational materials.
• Develops testing and evaluation procedures.
• Supervise all performance development functions and activities, including new hire and enhancement training.
• Facilitate training classes as appropriate.
• Develop and align performance development strategies with business needs and strategies.
• Recommend training and development solutions for individuals, teams, and company.
• Evaluate and purchase off-the-shelf or external training programs.
• Manage Performance Development and Quality Assurance staff, including position posting, hiring, performance goals and review, merit increases,  employee development, disciplinary action.
• Supervise all quality monitoring functions, including call and process monitoring
• Supervise generation of reports on quality trends, including individual and team performance.
• Design and administer incentive programs to increase quality.
• Develop and align quality strategies with business needs and strategies
• Evaluate effectiveness of training and quality programs.
• Responsible for continuous improvement of all processes having to do with Performance Development and Quality Assurance.
• Responsible for oversight of creation, maintenance, and distribution of SOPs.
• Primary point of contact between Performance Development and QA department and all other departments.
• Supervise the administration of Learning Management System.
• Partner with departments to align performance competencies with business goals.
• Ensure that course materials and assessments effectively support learning objectives.
• Evaluate and assess course design and materials for effectiveness and impact.
• Devise methods to assess internal and external customer satisfaction in order to meet development needs and improve results.
• Responsible for the company’s PPMS compliance program.

Minimum Requirements:

• Bachelor Degree or equivalent.

• Seven (7) years training and performance development experience to include five (5) years of management experience.

• Experience working with Learning Management Systems (LMS).

Preferred:

• Previous customer service/collection experience a plus.
• Previous call center experience a plus.
• 2+ years’ experience in eLearning with emphasis on instructional design.
• Demonstrated competence in working with authoring tools for eLearning.

TO APPLY:  Visit www.gilacorp.com