Training Implementation Supervisor - RCO

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:Support all programs handled by the officers/trainers reporting to themReport and escalate implementation concerns that may affect timelines to ManagerDevelop and cultivate partnerships with internal and external partners all throughout implementation until hand-offSupport the officer/UT in the weekly internal and client calls (until the program is handed off to Training Ops)Responsible for reviewing the content of materials and user guides prior to client reviewResponsible for reviewing and auditing the contents in Wiki (or any knowledge base articles) for the programObserve and provide coaching on how the officers and UTs conducted the train-the-trainer (or facilitated the class)Conduct Trainer Observation and continuously communicate barriers and success to the managerParticipate in the trainer certification processResponsible for providing feedback to trainers and support staff while supporting the programResponsible for auditing the training Masterfile and all tabs ensuring it has the complete accurate informationFacilitate the survey/assessments to agents as part of the TNA to identify any process and training gapsConduct Agent and Support FGDs and shares the results with ManagerParticipate in the case study discussion with Training, Operations, and QualityOversee the program hand over discussion to Training Operations on the 90th day of production; support may extend to 120 days depending on client needsWhat 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.