Assistant Manager : Learning & Development / Training

Company Overview: Quantanite is a multinational organization specializing in business process outsourcing and IT consultancy services. With a global presence spanning from London to Dhaka, Johannesburg, and the United States, we are dedicated to delivering exceptional service to our clients.

Role Summary: As a Training / Learning & Development Assistant Manager at Quantanite, you will play a critical role in developing and executing a comprehensive training programme tailored for both our clients and internal stakeholders. Your primary focus will be on the day-to-day management of trainers and enhancing customer interaction techniques, soft skills, and product knowledge, leveraging insights from our clients, subject matter experts and internal stakeholders. Key responsibilities include supporting the Training manager with job tasks. The Training Assistant manager will report directly to the Training Manager.

Above all, we want someone who shares our values. These are:

• We are Super Drive: We push ourselves to deliver more than is expected of us
• We are Entrepreneurial: We encourage bold ideas to unleash massive value
• We have Service in our souls: We see every interaction as an opportunity to help
• We Grow Together: We invest in our people and help our clients thrive.

Key Responsibilities:

• Lead, upskill and mentor a team of trainers, maintaining an optimal trainer-to-trainee ratio.
• Conduct regular performance evaluations for the training team, identifying areas for improvement and recognizing achievements.
• Foster a positive and collaborative team culture within the training department.
• Design and develop outcome-based learning material, utilizing our internal training platform, learner management systems, G-Suite and e-learning platforms.
• Engage proactively with clients and stakeholders, providing top-notch client and stakeholder engagement.
• Conduct Trainer Observations, feedback sessions, and development workshops.
• Coordinate with various departments, including Operations, HR, and Recruitment, to align training with organizational needs.
• Ensure the smooth transition of new hires to operational roles.
• Collaborate with Quality Assurance to uphold high training standards and associate performance.
• Prepare and present reports on training programme effectiveness and KPIs.
• Regularly liaise with Contact Centre Managers, Directors, and clients to refine training content and approach.
• Conduct training sessions for various employee levels, ensuring engagement and understanding of the content.
• Manage training quality outputs across training interventions within the portfolio.
• Monitor and evaluate training delivery to assess its effectiveness and make necessary improvements.
• Integrate technological tools and platforms to enhance the efficiency and effectiveness of training programmes.
• Support the Training Manager by fulfilling the following job tasks:
• Reporting on training initiatives.
• Capacity planning and coordination of training.
• Attend client and stakeholder meetings.
• Participate in site tours for potential clients' onboarding.
• Compile a Request for Proposal (RFP) on training for potential clients.
• Quality management of the Learning & Development division.
• Management and Quality control of the learning management platform.
• Interviewing candidates for potential L&D vacancies.
• Initiating disciplinary enquiries.
• Probation management of new hire trainers.
• Performance management of trainers.
• Training material design, review and document control.
• Manage and oversee annual compliance awareness training.

Requirements

Qualifications and experience:

• Design and develop outcomes-based learning material and curriculum.
• Adequate knowledge of learner management systems/e-learning.
• Proficient with client and stakeholder engagement.
• Excellent organizational skills and ability to analyze data for better decision-making.
• Develop proactive relationships with other teams and managers across the organization.
• Business report writing skills.
• A team player and excellent in communication across all levels of the organization.
• Occupational Directed Education and Training Practices - advantage.
• BPO Industry experience - advantage.
• Knowledge of training industry best practices and compliance standards.

Personal Attributes:

• High personal reliability and resilience, especially in flexible working conditions.
• Exceptional command of the English language.
• Strong facilitation, influencing, and detail orientation skills.
• A robust understanding of operational and cultural practices in global locations, particularly in Dhaka and Johannesburg.
• A self-starter with the ability to work autonomously and as part of a team.
• Adaptability and flexibility.
• Passionate about driving change, service assurance, and people development.

Other Requirements:

• Energized, determined, high personal achievement orientation.
• An advocate for change, service assurance, and people development.
• A self-starter and capable of working with limited direction.
• This role requires the job holder to conduct all working hours on-site.
• The job holder will need flexibility in their hours and work days to mirror shifts undertaken in the training team and clients.
• Reasonable personal resilience.
• Analytical skills to assess training needs and evaluate program effectiveness.

MUST BE ABLE TO WORK THE NIGHT SHIFT

Skills and Competencies:

• Facilitation skills.
• Influencing skills.
• Detail orientation.
• Excellent command of the English language is essential for delivering effective training sessions.
• Proficiency in Google Suite and database software.
• Strong teaching abilities and mentoring skills.
• Proven experience in independent developing and implementing training programmes is a must.
• Previous experience in customer service or call centre agent positions.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
• Strong interpersonal and communication skills to effectively interact with employees, stakeholders, and subject matter experts.
• Experience in assessing training needs, identifying skill gaps, and developing targeted training materials.
• Impact analysis and stakeholder engagement.
• Knowledge of various training and teaching methodologies.
• Excellent decision-making and organizational skills.
• Sense of ownership and pride in your performance and its impact on the company’s success.
• Leadership and people management.