Training And Quality Manager Resume
Objective : As a Training And Quality Manager, interviewed, trained, supervised, counseled, scheduled, and evaluated staff, developed action plans, and organized, coordinated, and disseminated information on various functions/activities of the Employee Relations program, including the team member awards program.
Skills : Continuous improvement, Communication, E-Learning Development, Stakeholder Engagement
Description :
- Coordinated and facilitated training programs according to standards.
- Directed and administered the training and professional development function in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
- Supported operations through performance management and training of supervisors.
- Approached to work and shift schedules.
- Maintained working relationships with internal and external customers to promote a positive and friendly culture.
- Worked on the initiative, and utilized Quality Advisors to ensure constant review of monitoring forms and ongoing feedback to evaluators regarding the quality of their work.
- Partnered with the Centre Leadership Team to stay informed of changes in policies, procedures, and processes.
Experience
2-5 Years
Level
Executive
Education
BBA
Training And Quality Manager Resume
Headline : As a Training And Quality Manager, developed, coordinated, implemented, and measured corporate and hotel-specific team member relations and training programs and initiatives to ensure positive team member morale and performance and a well-trained, quality service-oriented staff.
Skills : Quality standards, Data analysis, Training Needs Assessment, Regulatory Compliance, Feedback Mechanisms
Description :
- Communicated and implemented changes to processes promptly.
- Created and maintained a scorecard or similar measurement tool to ensure consistent quality and high performance by any customer care agent and vendor.
- Managed and collaborated with internal and external training providers for the quality of learning solutions that aligned with strategic objectives.
- Collaborated with cross-functional partners and business leaders to facilitate the development of learning roadmaps.
- Led in a call center or contact center operation.
- Well-trained with strong analytical and creative problem-solving abilities.
- Managed the development of policies and procedures in the Revenue Cycle.
Experience
5-7 Years
Level
Executive
Education
BBA
Training And Quality Manager Resume
Summary : As a Training And Quality Manager, trained, quality, and luxury hotel operations (Housekeeping and Front Office), handled multiple and competing priorities.
Skills : Leadership, Problem solving, Instructional Design, Performance Management, Curriculum Development, Assessment and Evaluation
Description :
- Enhanced and developed audit protocols and trained the audit team for quality assurance purposes.
- Established, maintained, and delivered a new training curriculum for new hires and existing employees across the revenue cycle.
- Conducted quality assurance reviews of records, made recommendations, and supported those recommendations with authoritative guidance.
- Managed a team of Revenue Cycle Process Operations Excellence Specialists and Revenue Cycle Trainers.
- Supervised and reviewed work of the Revenue Cycle Process Operations Excellence Specialists and Revenue Cycle Trainers.
- Maintained a policies & procedures strategy and plan for the organization, and developed content.
- Worked individually and as part of teams.
Experience
7-10 Years
Level
Senior
Education
BBA
Training And Quality Manager Resume
Summary : As a Training And Quality Manager, identified and assessed training needs through guest and associate feedback and acted as a quality catalyst for the hotel's overall performance; planned, organized, and directed the hotel's training programs; supervised continuous learning and development opportunities both for line and leadership associates; ensuring consistent compliance with operational standards; promoting continuous operational performance improvement throughout the hotel; reviewing guest satisfaction surveys and preparing necessary reports; rolling out corporate initiatives; assisting with various facets of rooms operations.
Skills : Project management, Sigma.
Description :
- Led the creation of educationally effective training materials (format, readability, logical flow, and alignment to learning objectives).
- Led or participated in projects designed to improve training and learning throughout the organization.
- Partnered with internal teams for the development and delivery of training in alignment with FDA QSR, and ISO 13485 regulations.
- Monitored the training program and ensured training gaps were addressed in a timely addressed.
- Created a methodology to provide consistent communication on the status of all programs and services provided to ensure the most effective execution.
- Led the Training staff to ensure compliance gaps are addressed in an effective and timely manner.
- Created metrics and assessed the impact of training programs.
Experience
7-10 Years
Level
Management
Education
BBA
Training And Quality Manager Resume
Headline : As a Training And Quality Manager, coordinated all assigned projects, ensured projects were completed by target deadlines, and provided project status updates to management, and worked both independently and in a team environment.
Skills : Product quality, Corrective action, Training Development, Quality Assurance, Performance Management, Instructional Design
Description :
- Coordinated and administered staff training/education in all disciplines and age groups to ensure the most positive internal and external guest experience.
- Showcased innovative techniques, service levels, and methodology, and incorporated risk awareness and safety at all levels of training.
- Continuously evaluated the effectiveness of training content and methods from a guest and employee perspective to ensure exceptional guest experience and relevance.
- Worked with Health & Safety to develop and implement safety measures to improve the overall safety of instructors and guests.
- Worked with the Director and General Managers to guide and facilitate the direction, culture, and quality of the School.
- Maintained contacts with external presenters/trainers and developed/searched for new presenters to deliver training, booked dates, negotiated fees, arranged venues, handled logistics, and A/V.
- Designed and facilitated New Hire Training and paid required Return Instructor Training.
Experience
5-7 Years
Level
Executive
Education
BBA
Training And Quality Manager Resume
Objective : As a Training And Quality Manager, assessed employee training needs and provided feedback to management, maintained internal department and external class training records, and worked with vendors to bring in external training courses.
Skills : ISO, Quality system, Stakeholder Engagement, E-Learning Development, Training Needs Assessment, Change Management
Description :
- Designed and facilitated fall and ongoing Management Team training.
- Led the Instructor Trainers. Help foster positive culture and morale across the school.
- Ensured teamwork, efficiency, and consistency of systems across the different locations working with the Location Supervisors.
- Worked with Vail Resorts Training Best Practice group to drive, guide, and facilitate the direction, culture, and quality of training enterprise-wide.
- Oversaw the publishing of all written training materials/tools teaching handbooks, online training, and all hiring materials.
- Developed and maintained a quality plan for service center operations, including service quality standards, quality scorecards, monitoring, coaching, performance metric assessment, and improvement actions.
- Managed a team of Quality Assurance Monitors and/or Specialists by establishing roles, work standards, performance objectives, and enforcement through regular oversight.
Experience
2-5 Years
Level
Executive
Education
BBA
Training And Quality Manager Resume
Objective : As a Training And Quality Manager, coordinated with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum, adapted existing programs to suit various audiences, and reviewed and updated policy and procedure manuals.
Skills : Attention to detail, Collaboration, Quality Assurance, Training Development
Description :
- Ensured team standards for quality service center are achieved and initiates improvement actions when necessary.
- Facilitated calibration activities and works collaboratively with training and contact center operations personnel to ensure consistency in quality service requirements.
- Monitored and reported service center performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified.
- Analyzed performance trends and takes proactive steps to prevent service shortcomings.
- Developed and conducted quality and call center operations-related training.
- Reported performance information through formal and informal reports that may be contractual deliverables.
- Represented the quality function to clients, serving as a point of contact for quality inquiries.
Experience
2-5 Years
Level
Executive
Education
BBA
Training And Quality Manager Resume
Summary : As a Training And Quality Manager, recommended additional learning materials as appropriate, conducted evaluations and developed new programs to address individual, departmental, or company needs, and researched and developed program content to achieve specific objectives for each program.
Skills : Analytical skills, Quality assurance, Training Needs Analysis, Feedback Mechanisms, E-Learning Technologies, Training Development
Description :
- Conducted process and product audits to confirm compliance with company policies.
- Participated in special projects as required by the Program Manager (PM).
- Monitored, quality assurance, and/or customer service.
- Trained staff that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience.
- Analyzed information to evaluate the implications of a course of action or solution.
- Worked with others in a team environment.
- Ensured workloads are appropriately balanced among team members.
Experience
7-10 Years
Level
Management
Education
BBA
Training And Quality Manager Resume
Summary : As a Training And Quality Manager, conducted the full scope of activities required to deliver new employee orientation and ongoing training for call center personnel, trained classes include soft skills training (leadership, communication, stress management), supervisor training, process training, and product training.
Skills : Quality control Management, Customer Service Excellence, Change Management, Conflict Resolution
Description :
- Identified and recommended process improvements.
- Demonstrated ability to hire, retain, develop successfully, and coach staff via a culture of real-time performance feedback.
- Built both technical and leadership skills.
- Coordinated and balanced multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
- Managed customer care operations in a fast-moving environment - driving improvements in customer and people satisfaction.
- Responsible for tracking the record of driving forward training and quality roadmaps within a contact center environment.
- Created and delivered long-term training and quality strategy to change the trajectory of a department.
Experience
7-10 Years
Level
Management
Education
BBA
Training And Quality Manager Resume
Headline : As a Training And Quality Manager, ensured class objectives and learning curve performance metrics were achieved according to pre-defined plan, designed and developed training materials and curriculum.
Skills : Compliance, Customer focus, Customer service, E-Learning Development, Training Needs Analysis
Description :
- Implemented an E-Learning tool in a fast-paced contact center.
- Ensured that all remote LMS administrators were qualified to perform the activities necessary to support their site or function.
- Ensured that the LMS policy, procedures, and work instructions complied with regulatory requirements and provided clear unambiguous direction to users.
- Supported regulatory audits and inspections concerning requested training, as needed documentation/report.
- Assisted in the site and personnel preparedness as requested.
- Provided timely, complete, and compliant responses when required.
- Evaluated periodic Complainer platform releases and led change control activities to maintain the software in a validated state.
Experience
5-7 Years
Level
Executive
Education
BBA
