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hace 3 meses
Onyx CenterSource is the leading global provider of B2B payments and business intelligence solutions to the hospitality industry. Our global team of experts collaborate to solve our clients' business challenges, enabling our clients to enjoy stronger business relationships with each other by streamlining commission payments, removing friction from the process. This means hotels pay agencies the money they're owed faster, and agencies receive much-needed supplier revenue more quickly and easily, increasing their desire to direct more bookings to hotels that use Onyx. All of this frees our clients up to focus on strategic, revenue-generating activities.
As a worldwide team with 20+ nationalities represented, we value our differences and use them to best serve our global clients. Every Onyx employee has the opportunity to grow through continual development opportunities, and we're committed to making a positive impact in our communities and the world.
Onyx offers a variety of benefits to support a competitive total compensation package. You will work in an international and fast-paced growing environment full of learning opportunities.
Overview The Manager, Quality & Training position supports the Support Operations function within Onyx CenterSource and is responsible for monitoring and evaluating internal processes, examining services and tasks to determine their quality, engaging with stakeholders, and gathering feedback.
The Manager, Quality & Training is responsible for designing, implementing, and overseeing training programs and quality assurance processes. This role requires strong focus on continuous improvement, staff development, and maintaining compliance with industry standards.
Location Remote EMEA
Scope Global
Education Minimum required: Bachelor's degree or equivalent work experience
Span of Control: Reports to: Director of Support Operations
Oversight: This position has no direct reports.
Roles/ Responsibilities Training Development and Implementation: Design, develop, and implement comprehensive training programs for new hires and ongoing staff development.
Conduct training sessions, workshops, and seminars to enhance team skills and knowledge.
Evaluate the effectiveness of training programs through feedback and performance metrics.
Quality Assurance and Compliance: Develop and maintain quality assurance standards and procedures for the Operation Support Department.
Conduct regular audits and assessments to ensure compliance with internal and external standards.
Identify areas for improvement and implement corrective actions to enhance service quality.
Operational Excellence: Lead initiatives to optimize operational processes using the DMAIC (Define, Measure, Analyze, Improve, Control) approach.
Collaborate with cross-functional teams to identify process inefficiencies and implement data-driven solutions.
Monitor the impact of optimization initiatives and ensure sustained improvements in operational performance.
Performance Monitoring and Reporting: Monitor and analyze performance data to identify trends and areas for improvement.
Prepare and present regular reports on training and quality metrics to senior management.
Qualifications Minimum required:
Prior experience as a quality manager in a client-facing environment.
Prior experience with implementing training plans and facilitating training programs.
Experience with the design, delivery, embedding and evaluation of group and one-to-one learning that delivers tangible improvements in behavior.
Proficient in computer technology and systems.
Strong leadership and management skills with the ability to positively influence others.
Excellent analytical and problem-solving abilities.
Great team player with strong interpersonal skills.
Fluent in English.
Preferred:
Certification programs in LEAN, Six Sigma, Quality Improvement associate, quality auditor, and quality engineer.
Proactive, enthusiastic and self-motivated.
Experience within SaaS, Payments, or a client-facing industry.
Teamwork/Leadership/interpersonal Skills: Team leadership
Teamwork
Time management
Analytical
Motivational skills
Results oriented
Strong Relationship Building
Customer Service
Organizational Interlocks This position will work closely with internal stakeholders.
Physical Demands/ Travel required Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting. Travel for this position is less than 10%. This position is hybrid in office and remote.
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