Quality Assurance and Training Senior Manager

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Job Description:A Sr. Manager of Quality and Training, manages and implements a company’s quality assurance and training control systems to ensure proper execution of audits, training and customer satisfaction every time. From leading a team of quality control analysts, training officers, supervisors, managers; to implementing best practices throughout the quality and training framework process. This Sr. Manager will be the gatekeepers between quality, training and client expectations. People in this role are committed to ensuring the quality and training framework is executed flawlessly whenever possible. This individual will assist in developing, creating and implementing call center quality and training processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience. This individual will also work closely with operations, WFM and IT to provide support when needed and is expected to take lead roles in front of clients. This position also requires the individual to have experience with handling multiple locations; as they will oversee, Europe and Americas. Specific Tasks:Perform data analytics activities through the usage of available statistical tolls, software and meetings. Analyze data that may come from different sources and make suggestions on the correct from different sources and make suggestions on the correct statistical tools, software and methods to utilize Ensure statistical analysis output are accurate Creation of standard and adhoc reports/ analysis based on statistical concepts or models Participate in internal and external reviews of data analytics output Assist in presenting data analysis output to internal and external clients Ensure that statistical results are communicated properly to all levels of management  Performs other duties that may be assigned from time to timeParticipates in design of call monitoring formats and quality standards.Participates in design of training material and curriculum as needed.Performs call monitoring and provides trend data to site management team. Coordinates and facilitates call calibration sessions for internal call center staff as well as external client calibrations.Provides feedback to call center team leaders and managers. Provides support to operations as needed through refreshers, phone time, review of escalations, etc.Elaborates and participates in weekly, monthly and quarterly business reviews to review performance.Provides weekly and monthly coaching to direct reports.Provides training needs analysis as needed for accounts.Keeps training materials up to date.Ensures yearly compliance training is being executed and reported to management team. Is part of extra projects as needed. Is available to travel and manager remote leadersHas an American visa. Knowledge, Skill Set & Qualifications RequiredCandidate must possess at least a Bachelor's/College Degree in any field. Minimum of 2 years Quality and/or training experience with at least 1 year as a Quality and/or Training Manager for a BPO company Knowledge of Six Sigma or any other process improvement tools is a plus Should have experience in managing a team. Knowledge on QA frameworks Extensive knowledge with MS Excel Extensive knowledge of microsoftRequired Skills: Good Leadership, Organization, and Analytical skills Flexible working on different shifts Must be self-motivator and self-starter; Solid time management skills; Must be able to effectively deal with people at all levels inside and outside of the Company; Ability to multitask and successfully operate in a fast paced, team environment; Must adapt well to change and successfully set and adjust priorities as needed; Willing to travel between domestic sites as needed. Willing to travel abroad.  What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.