Job Title: Associate Director, Training & Quality Job Description Are you ready to be part of a dynamic team that values excellent customer experience delivery, continued learning, creativity & innovation...? We have an exciting opportunity for you! We're seeking an Associate Director of Training and Quality who enables game changers to fulfil their role through confidence in their knowledge and skills. As an Associate Director of Training and Quality, you should have extensive experience of both operational training & quality assurance management delivery at a Senior level with a great customer & learning experience. **Job Description- Associate Director Training & Quality** + Embed the strategy and methodology for South Africa Operational Training & Quality, which enables game changers to fulfil their role through confidence in their knowledge and skills, thus contributing to overall engagement and retention + Support delivery and optimisation of Training & Quality toolkit (including Quality framework) in South Africa, driving value add & improvement through demonstration of measurable business impact & efficiencies + Govern delivery against contractual Training & Quality requirements across campaigns + Ensure South Africa Training & Quality team are aligned to a standard operating model, Training & Quality WoW framework and operating practices, ensuring that a consistent standard is applied to all teams & campaigns + Management & coaching of Senior Manager group within Training and Quality in line with agreed T&Q strategic pillars & objectives + Lead resource planning for South Africa Training & Quality to ensure right sized and efficient + Manage and operate within budget to optimize P&L + Working with the Director of Training & Quality Assurance identify opportunities for improvement and strategic initiatives that benefits our people, business and clients + Demonstrate effective landing and embedding of operational Training & Quality Assurance + Promote a culture of continuous improvement within Training & Quality, through review, assessment and implementing improvements to drive high performance + Build strong relationships with our clients and Operational teams to optimize impact + Work closely with Management Development, HR as well as global central functions to design and deliver initiatives within Training & Quality Assurance and share best practice + Work in conjunction with senior leaders/peers in Operations support to support and deliver overarching key business initiatives to deliver value into our operations **Requirements** **Candidate Profile** + Based in South Africa + Minimum of 5 years’ experience of both or either operational training management delivery & Quality Assurance management delivery at a Senior strategic level with a passion for making our customer success organization the greatest + Experienced in Training & Quality strategy design and delivery + Extensive experience in senior stakeholder and relationship management + Strong influencing skills and experience of building effective working relationships both internally and externally + Demonstrate a high level of commercial awareness & advanced ability to comprehend, analyse, and interpret data and performance metrics to shape T&Q strategy and delivery plan(s) + Extensive understanding of the organization's business operations and industry. + Demonstrated Proven ability to lead and mentor team on developing lasting customer relationships. + Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management. + Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact. + Advanced Microsoft Office skills. + Mastery of communication skills and styles, both written and verbal. + Demonstrated ability to effectively present key business information to senior internal and external associates. + Knowledgeable of emerging Training & or Quality industry trends and best practices. + Experience of working within a regulated environment, specifically FCA regulatory requirements is beneficial + Educated to degree level (Advantageous) Location: ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**