Job Opportunities at Samasource

About The Job

As a Training Manager, you will be responsible for overseeing the performance of the training team and ensuring that all project guidelines and instructions are understood and practiced by our workers.

Key Responsibilities

Provide an overview of performance of Training team on bi-weekly basis

• Oversee performance of the trainers, performance of new hire on-boarding, and reporting to the Clients' Training Team
• Develop proactive training strategies to improve quality metrics of the agents
• Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
• Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
• Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
• Discuss/review with client trainers on class observation process
• Ensure adherence of Training Team Key Performance Indicators
• Attend all Train the Trainers and training related meetings with client training team
• Attend and participate on Global Quality Calibration Session
• Attend Weekly Business Reviews, and Monthly Business Reviews
• Support the planning, scheduling, and coordination of all required training for their sites
• Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
• Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
• Ensure complete, accurate and timely data collection and communication by trainers
• Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans
• Monitor new hire knowledge before and after training to help determine follow-up training required
   

Minimum Qualifications

• 4+ years of experience in a training leadership role in an Operations environment.
• Previous minimum 3+ years of experience in a training delivery role, preferably in an international environment
• Bachelors degree in a training and development related field

Preferred Qualifications

• Good knowledge of Quality/Process Improvement techniques
• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills.
• Proven track record of collaborating with cross-functional groups to produce results
• Passion for ensuring a world class support experience for our community
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams

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About The Job

As an Operations Manager, you will be responsible for managing the overall performance and governance of the Statements of Work.

Key Responsibilities

• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development)
• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms
• Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement
• Drive Operations teams to deliver continuous improvement and productivity/quality gains
• Flag and escalate business risks timely to the client.

Minimum Qualifications

• 8+ years of experience in operations, preferably in technology industry
• 5+ years of people management experience, including managing leaders, and a strong desire to develop team members
• Bachelor's degree, or equivalent
   

Preferred Qualifications

• Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
• Strategic thinker with strong analytical and problem-solving skills
• Empathy for the client community and passion to create an exceptional experience and provide outstanding support
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
• Adaptable and energized by a fast-paced environment

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About The Job

As a Quality Manager, you will be responsible to ensure that all work flow meet quality standards before submission. You will be expected to understand client expectations and needs, outlining quality standards and developing quality control processes.

Key Responsibilities

• Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
• Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
• Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
• Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels
• Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
• Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across client platform to understand what happened and why.
• Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as the client's products and communities change and grow.
• Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
• As new Content Policies are being developed and prototyped, provide details to local teams around the impact of the policy change on the team's current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
• Deliver just-in-time training to Analysts on new or changing Content Policies as well as "refresher" training on existing Content Policy on an as-needed basis
• Actively re-review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
• Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect

Minimum Qualifications

• Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment
• 5+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus
• Project management certification (PMP, Prince2, etc.) is a plus

Preferred Qualifications

• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
• Experience with Tableau/Power BI or other similar tools is a plus
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community

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About The Job

As a Trainer, you will closely work with the Training Manager and help him/her provide standard or specialized teaching, technical training or counseling in a designated area as per Company requirements.

Key Responsibilities

• Responsible for facilitating training; identifying root cause of performance health of new hire on-boarding; refresher trainings; and cross-training.
• All new hire or internally promoted trainers will be expected to go through the Trainer Certification process and pass all required knowledge assessments
• Maintain an average score of 95% quality score of cases actioned over rolling 6-month period dependent of the workflows that each specific trainer has been certified
• Achieve a quarterly average score of 90% on Trainer Observation Checklist performed by Training Manager and The Client's Business Partner
• Achieve a quarterly average score of 90% favorability on Agent survey for nesting, floor, and training (if applicable)
• Vendor Training Managers team will record and share the quarterly scores of the class observations and share it with the Client's Training team
• Low performers will go through at least one audit per quarter with a Client's Training Team member to identify areas of improvement. Areas can include, but not limited to: Overall delivery of classroom training - Behaviors and techniques that have been listed as the Client's ideals for delivery of their content
• Participate in continued education efforts from the Client's Training Team (i.e. refresher training, policy update content review, etc.)
• Attend and participate in all T3s (train-the-trainer) sessions for updated and new materials from the Client. Depending on the session, methods for completing T3 will be determined by Client's Training Team. This may include, but not limited to: (1) taking the course as a learner, and (2) co-delivering the course with a tenured instructor (Client or vendor) and pass a Training QA on the material; (1) preparing pre-read materials, and (2) attending a virtual coaching session
• Planning, design and delivery of Training sessions, including Ad-hoc Training, for both new and existing team members
• Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when needed
• Communicate with diverse audiences (e.g., employees, management, other sites, etc.) to provide information and clarification regarding training programs, actions, policies, procedures and best practices
• Ability to flag any discrepancies in the material to the Client's Training Team
• Ensure that training solutions are designed in a logical, structured and clear manner, reflective of learning objectives and suited to a variety of learning styles
• Manage participation during training delivery to ensure maximum contribution - test for understanding, observe behavior and alter delivery method if necessary
• Supports stakeholders through performance consulting to qualify development and training requests
• Maintain enablement content materials providing feedback to curriculum design team to ensure content is up-to-date and relevant
• Collaborate with Business Partners to ensure training content is updated and aligned with policy launches, UI updates
• Analyze training needs and develop strategies to improve courses and training documentation
• Conducts analysis to identify needs and recommends appropriate solutions that distinguish between training, communication, and coaching and development opportunities
• Provide end of class feedback to reduce errors and improve processes
• Ongoing evaluation of certification processes/procedures/ enablement content; improve training effectiveness by participating in development of new approaches, techniques, and materials.

Minimum Qualifications

• Obtain pass score on language proficiency assessment.
• 2+ years of experience in a training role in a technical support or client care operation
• Good knowledge of Quality/Process Improvement techniques

Preferred Qualifications

• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills
• Proven track record of collaborating with cross-functional groups to produce results
• Passion for ensuring a world class support experience for our community
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams