Support Quality & Training Lead

[AI-summarized by JobStash]

You will manage a team of more than 15 Support Quality & Training Officers and ensure customer contacts meet established quality standards. You will update and maintain knowledge management systems, document processes and standards, create and deliver recorded training materials, and schedule sessions via Zoom or Google Meet. You will develop analytical reports linking quality performance to customer satisfaction, share insights with relevant managers, collaborate across departments on projects and training initiatives, execute the Quality Framework, and coach and develop the officers reporting to you. You must be available as required, including occasional weekends.