Training & Quality Manager
Careers that Change LivesAre you passionate, dedicated and motivated to work in a global leader in medical technology? Do you love to train and educate people? Medtronic therapies improve the lives of two people every second.The Training and Quality Manager is an integral part in our MiniMed Care Team, providing focused expertise in managing our training and quality assurance programs. Their role is imperative in ensuring all members of the team receive the training & development needed, so we meet the quality expectations for top customer experience. Reporting to the TQM will be a Training Specialist (TS) and Quality Assurance Specialist (QAS) to support the training, development and quality assurance of the 60+ organisation. The TQM will work with the Watford Hub Manager & Team Leaders to agree training / development / quality objectives and will be responsible for ensuring these objectives are delivered across the organisation. The Training & Quality Manager will also be closely connected with the EMEA Training and Quality team to ensure quality is being assessed to the standards defined for service excellence and customer experience, and that key learnings on customer needs and best practice are shared at regional level. A Day in the Life• Reponsible for the overall Training and Quality programs for the MiniMed Care Watford Hub• Work with the Watford Hub Manager & Team Leaders, to design training / development plans and materials for existing and new staff in MiniMed Care: o Product Support Advisorso Administrative Support o Start Righto Inside Saleso Team Leaders• Meet with assigned team(s) manager(s) at the beginning of each month to collaborate on selecting agents for focused coaching from the QAS / TS. • Ensure the Training Specialist delivers induction and ongoing training to teams on time & when needed will step in to deliver the training programs when the TS is absent• Deliver on Quality Assurance by:o Ensuring the Quality Assurance Specialist (QAS) is meetings the KPIs set and will step in when needed in the absense of the QAS o Feeding back any compliance issues to the Team Leads, working with them creating improvement plans (Agent or Hub level)o Facilitating team and manager scoring calibration sessions; score calls according to decisions made in these meetings to ensure consistency of scoring methodology across the teamo Ensuring compliance and consistency in data capture and CRM logging • Work in coordination with Marketing to review new product launches in order to create and deliver new training. • Use the Quality / NPS data and learnings on individual performance to prepare and deliver (in the absence of the TS) Monthly Hub refresher sessions • Participate on various projects, focus groups and project teams as needed• Report performance vs quality standards to the Hub Manager and advise on who qualifies for agreed rewards/incentives based on performance• Collate and input learnings on the reasons for inbound contacts (and the most effective way of handling them) into ongoing development of: o Customer and HCP contact trainingo Web contento Customer engagement plans• Participate in the fortnightly/monthly Excellence Review & Best Practice Share meeting chaired by EMEA TQM, to ensure observed or proposed best practices are communicated at regional level and help drive adoption of them across all hubsKey Measures & Expected Results· All new inductees fully trained and 100% utilized in role inside 12 weeks after joining· Continuous improvement in staff's product knowledge and technical/CRM capability· Maximised and consistent % compliance to contact handling procedures and quality standards· Ensure MiniMed Care Goals and Objective targets are achieved· Improvement in first-time resolution rates and customer satisfaction scores· Longer-term, reduction in volume of inbound calls per customerMust Haves· Must possess a minimum of two years management experience · Experience of planning and delivering training in a comparable customer support function, covering contact handling procedures, product and system usage· Experience of setting up and carrying out effective quality monitoring and reporting processes in a contact centre or helpline environment· Proven effectiveness in planning, co-ordinating with and reporting activities to Operations Head · Able to demonstrate impact and success achieved in measurably improving performance and compliance to target operating and/or service standards· Proven communication, listening and motivational skills - must be an effective coach at the frontline Advisor & Team Leader level· Flexible, prepared in the short-term to take on occasional travel to other EMEA hubs to deliver point training in English language where neededNice to Haves· Experience of providing training in a customer support or helpline function within a medical equipment/services or high-tech business· Experience in extracting key learnings from training and quality work, turning them into recommendations on best practice, and communicating up to central or regional management · A recognized, relevant professional training qualification, certificationWhat Medtronic can offer:· Attractive salary and bonus package· 30 days holiday· Lunch allowance · Ongoing training and development opportunities· Bright, modern offices located in Croxley ParkYour AnswerIs this the position you were waiting for? Then please apply directly via the apply button!About Medtronic Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.Let's work together to address universal healthcare needs and improve patients' lives.Help us shape thefuture.Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries. Medtronic has more than 1,750 employees. Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.