The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.

That's where you'll find SS&C, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge - one that only a few people can embrace and thrive upon.

If you see your opportunity in complexity, then we are the right fit for you.

Job Description:

Role Overview:

Manages the activities involved in the design, preparation, delivery and need assessment of training and development programs for company managers and employees. Develops and implements CSAT program assessments. Implement organizational development programs, processes and training initiatives to support organizational strategies. Determines company needs for leadership development, succession planning, career management, interpersonal skills and communication training. Develops and/or approves content, methods, and materials for training staff and may conduct courses. Develops methods for evaluation of program effectiveness. Typical responsibilities may include development and delivery of programs, such as new employee training, performance management and/or organizational development training.

Responsibilities:

• Works with Clients to outline and build quality assurance and training programs to support Client programs
• Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
• Develops quality assurance plans by conducting gap analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
• Validates quality processes by establishing client specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
• Maintains and improves quality by completing product, company, system, compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management to develop training methods.
• Organize meetings with management before preparing course materials to ensure a detailed understanding of training subjects and processes
• Continually research methods and techniques to improve quality and training initiatives and remain up-to-date on developments within the industry and competitors
• Actively seek current training methods and best practices to facilitate training employees
• Conduct regular meetings with senior management to identify subjects be addressed or areas in need of additional instruction
• Recruit, select, orientate, train, assign, schedule, coach, counsel, and disciple employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Qualifications:

• Call Center experience a must with Quality Assurance or Training manager background
• Previous BPO experience
• Experience analyzing company needs, lesson planning, development and implementation
• Extensive knowledge teaching theory for creating effective instructional materials
• Bachelor's degree in Education or Administration field is preferred
• Instructional experience in a group business setting
• Proficient using Microsoft Suite
• Strong understanding of business goals and standards for customer service
• Ability to communicate effectively with senior management and other departments
• Experience developing Quality and Compliance program training plans and materials
• Ability to effectively organize and manage multiple initiatives simultaneously
• Thorough knowledge of methodologies of quality assurance and standards
• Outstanding communication skills
• Great attention to detail and a results driven approach
• Excellent organizational and leadership abilities

Location:
Kansas City Missouri

SS&C is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, color, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here and here. SS&C is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at [email protected] for assistance.