Manager, Training and Quality at Activision (Santa Monica, California, United States)

Overview:
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Activision is seeking an experienced, collaborative, Training and Quality Leader. In this role you will set the Training and Quality direction across our Service and Support Teams globally.
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You will be responsible for building the organizational capability to make the customer experience delightful by the design, delivery and assessment of high quality, agent-centered training and satisfaction programs.
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This position is based in El Segundo, CA and will require up to 25% travel.
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Primary responsibilities:
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????????? Lead efforts to dramatically improve player satisfaction
????????? Oversee the design, development, implementation and delivery of training and satisfaction programs for new and existing agents
????????? Partner with service, support and vendor partners globally to ensure training and satisfaction programs are in alignment with business needs
????????? Evaluate training effectiveness with objective and behavior-based assessments, stakeholder feedback, time to proficiency measurements, and assist with coaching and feedback delivery
????????? Create opportunities for learning and development outside a traditional classroom experience, including online and blended learning initiatives
????????? Research and develop the creation of high quality training and knowledge material
????????? Define and establish a Partner Coach and Quality Team Development program
????????? Define and establish Joint Call Monitoring Sessions (JCMs)
????????? Establish an outlier management program in conjunction with local centers and vendor partners
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Key Competencies/skills:
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????????? Proven experience developing a customer-centric culture in a large, complex environment
????????? Proven experience in building high performance organizations, especially indirectly
????????? Exceptional ability to collaborate, influence, mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best in class solutions
????????? Experience leading transformation initiatives, ability to innovate and improve processes and change management projects
????????? Demonstrated relentless focus on delighting customers
????????? Proven people-leadership effectiveness, balancing Customer, Employees and Shareholders' interests
????????? Strong bias for action and delivering results
????????? Proven ability to influence across organization boundaries, obtaining shared vision and results
????????? Highly developed interpersonal skills - as effective through influence as through direct control
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Qualifications:
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• Minimum of 8 years in a customer-centric role
• Bachelor's degree
• Managed Learning and Development programs for a minimum of 200 agents in a call center environment

Demonstrated strong project management and planning skills in order to successfully manage multiple simultaneous projects

Source: http://careerpowerups.com/manager-training-and-quality-santa-monica-california-united-states-51368

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