Training & Quality Manager, Consumer Services

 

Job Function Summary:

As the Training Manager, you will have full responsibility over the strategy of training and the quality assurance (QA) program within Consumer Services. In this role, you will support training needs for our Consumer teams including Consumer Sales, Advising, Operations, Service and Support, and the Consumer Inbound Specialist teams. The Consumer Sales team works closely with our Marketing team and helps end users to identify products that will best fit their needs. The Advising teams provide educational, lifestyle and product support to end users or clinicians through the Coloplast Care program.

 

This role will support Consumer Services through the design, development, coordination, and delivery of training programs for new hire and ongoing training for existing Consumer Services professionals. Curriculum may include customer service and sales skills, product knowledge, business acumen, clinical knowledge, and professional development. This role will help create a collaborative and cohesive work environment between Training & Development, Consumer Services, and Marketing to create successful and highly productive professionals.

 

Major Areas of Accountability:

 

Lead and Deliver Training and Development Initiatives

• Champions Coloplast training initiatives to foster a continuous learning culture.
• Designs, coordinates, and facilitates core new hire curricula to include customer knowledge, key market and clinical data, sales skills, sales process, customer service skills and product knowledge to ensure all new hires are fully knowledgeable of the key focus areas for Coloplast & Consumer Services.
• Develop training curriculum for existing Consumer Services employees to improve product knowledge, selling and customer service skills, and professional development.
• Deploy best in class and innovative training methods that combine in person, virtual, group based and 1-1 formats to ensure dynamic and results driven approach.
• Organize, plan and schedule training events and classes.
• Drive collaboration with and lead execution of Consumer Training courses that include the participation of Consumer Sales, Advising, Operations and Marketing leaders.
• Provide updates and results about progress of team members in all training programs to leadership.
• Evaluates the effectiveness of courses and continuously improves methods to increase effectiveness.
• Update or create course materials to reflect changes in processes or systems.
• Assist in planning, coordinating logistics and training activities for Consumer Development days.
• Responsible for recruiting and direct supervision of daily report(s) including coaching, performance management and prioritization of work tasks.
• Lead in creation and delivery of performance reviews and deliver goals and objectives to team member(s) based on agreement with Sr. Manager.

 

Work in Partnership Across Coloplast Organization

• Collaborates with local Consumer management project teams to determine training needs, develop and assess training curriculum, delivery approaches, coaching and overall training effectiveness.
• Support the roll out of Genesys quality assurance tools and evaluate how to best leverage the tools to improve consumer experience and set expectations for incentive payout.
• Leverages insights from Quality Assurance (QA) to identify areas of need for Consumer training and helps design and deliver at various Consumer meetings.
• Collaborates with sales and global training colleagues to drive implementation of global projects and training programs.
• Support of Global Manage