GE Careers
Apply Now    

Sr Staff Technical Program Manager - Training & QA

  • GE Digital
  • Experienced
  • Posted 12/4/2017 1:50:36 PM
  • 3037286
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): United States; Florida; Miami


About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
This role will support the Service Desk Leader in defining and creating programs focused around three critical areas to the success of the expert service desk: training, quality assurance and complaint analytics. By linking information derived from each area and enhancing the system as a whole you will be a key member of the expert service desk leadership team.

Essential Responsibilities:
As the training and development program manager you will devise our organizational training strategy, oversee its implementation, and assess its outcomes. You will identify training and developmental needs and drive suitable training initiatives that enhance employees’ skills, performance, productivity and quality of work. You will be responsible for designing and delivering curriculum and learning materials and for managing all phases of training interventions.
 

As the quality program manager, you will be responsible to develop and implement the QA monitoring program including monitoring dimensions, feedback and scoring instruments, and frequency. We are looking for a self-motivated individual with strong problem-solving skills and the ability to provide fair and accurate analysis of call center communications and interactions to our expert service desk agents.
 

As the complaints analytics program manager, you will conduct root cause analysis to reduce overall complaints and improve customer satisfaction as measured by NPS and FCR. Through the management of a robust tactical plan, ensure complaint root causes are identified and change is implemented to minimize wider customer impact in any part of the business. 


Qualifications/Requirements:
Essential Responsibilities: 
  • Build new hire and annual training program and prepare teaching plans 
  • Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
  • Direct structured learning experiences and monitor their quality results 
  • Acclimate new hires to the business and conduct orientation sessions 
  • Deliver training courses 
  • Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
  • Identify training needs by evaluating strengths and weaknesses
  • Periodically evaluate ongoing programs to ensure that they reflect any changes 
  • Stay abreast of the new trends and tools in employee development
  • Meet targets for agent performance evaluations - completes performance evaluations for a random sample of interactions to help provide data about overall performance levels
  • Provide professional and constructive feedback about strengths and areas of opportunity during coaching of expert service desk agents
  • Provide ongoing feedback about evaluation processes to ensure appropriate capture of key points for an unparalleled customer experience
  • Nurture a collaborative environment in which team members are encouraged to voice ideas and concerns
  • Be the ‘face of quality’ – an accessible resource for agents to ask questions and get clarification
  • Lead Root cause investigation and analysis on process & quality related issues 
  • Develop countermeasures and implement solutions 
  • Completion, production and distribution of root cause analysis and reporting
  • Provide face to face feedback to all levels of management on both operational and strategic root cause, ensuring action is taken to reduce the causes of complaint 
  • Liaise with departments and key stakeholders to drive continuous improvement across the business 
  • Analyze and investigate change required within the business to reduce complaints and improve the customer journey understanding that various factors should be considered when identifying and prioritizing change
  • Adhere to all relevant regulatory rules and guidance applicable to the role 

Qualifications/Requirements:
Basic Qualifications:
  • BA/BS degree required 
  • Minimum 7 years work experience as a training project manager with a track record in designing and executing successful training programs 

Eligibility Requirements: 
  • Legal authorization to work in the U.S. is required. GE may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills.


Desired Characteristics:
  • Formal training in Six Sigma, Lean and other process optimization methodologies. Certification a plus.
  • Proven work experience is establishing a quality assurance program 
  • Extensive knowledge of instructional design theory and learning principles
  • Excellent attention to detail and organizational skills 
  • High personal and professional standards 
  • Ability to work with minimum supervision
  • Excellent analytical skills
  • Excellent communication and leadership skills 
  • Excellent computer skills including Excel, SQL, PowerPoint and Word  
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations, etc.) 
  • Ability to plan, multi-task and manage time effectively

#DTR


Locations: United States; Florida; Miami

GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.


Apply Now    
Link for schema

GE Careers Technical Assistance

Having technical issues with ge.com/careers or your application? We're here to help.

Get In Touch

Connect With Us

Stay up to date on GE and possible opportunities that open in areas that interest you.

Sign Up