Training & Quality Manager, Transcripts
S&P Global
Islamabad, Pakistan
2d ago

S&P Global Market Intelligence

The Role : Training and Quality Manager

Grade (relevant for internal applicants only) : 10

The Location : Manila, Ahmedabad, Islamabad

The Team : The Transcription Training and Quality Department of Transcripts, S&P Market Intelligence, is responsible for the overall life cycle of every Transcripts employee from a Learning and Development stand point as well as establishing sufficient quality control over the accuracy and efficiency of transcripts produced.

This department oversees the creation, management and execution of training, learning and development programs for all roles and the production of accurate and timely text transcripts of financial calls made by North American companies.

The overall operation is composed of various teams performing specialized roles voice writing, scoping, editing, proofing, and auditing.

This team is responsible for the production of quality transcripts delivered to the customer through the development of staff as scopists and editors and its management of the proofing and auditing functions.

The Impact : The Transcription Training and Quality Manager is responsible for the establishment and execution of the Learning and Development roadmaps for Scopists and Editors through the successful integration of training and development programs so that every employee competently meets business needs.

More so, the manager will be responsible for overseeing all aspects of Transcription proofing and auditing and ensuring compliance with established internal quality control processes and procedures.

The successful individual will be experienced in managing transcription training, publishing or editing departments with a focus on training and quality deliverables.

Responsibilities : Operational

Operational

Manages the following on a day-to-day basis : o New Hire applicant pooling

Scopist and Editor New Hire performance in Training and Incubation

Transcript proofing and auditing functions to ensure high quality deliverables complying with established quality standards.

Develops and / or refines new hire, proofing and auditing standards based on strategic goals for quality and timeliness.

Responsible for coaching, mentoring and leading training and quality / auditing supervisors on a daily / weekly basis

Performs ongoing analysis and reporting of error rates, gaps, and goal attainments to upper management.

Designs, plans and conducts training programs that target knowledge, skill and behavioral aspects required for each role in the organization.

Oversees and is the sole gatekeeper of curriculum construction and updates.

Implements process, procedures and audit trails to ensure compliance with publishing standards.

Directs efforts toward training and quality documentation, providing procedures and process-related training. Identifies relevant new hire performance challenges and proofing and auditing related training needs.

Establishes guidelines for new hire performance filtering, pass-fail guidelines and identifying and certifying qualified transcript proofers and auditors including managing the decertification process.

Establishes a program that produces information which enables conclusions to be drawn concerning individuals and groups in the Transcripts department their accuracy, their deficiencies, and methods to improve those deficiencies.

Responsible for control of non-conforming process including managing research and related investigations into root cause analysis.

Monitors team performance through gathering relevant data and producing statistical reports.

Participates in and leads skills development projects and process and productivity improvement projects.

Assist with the remote development and support of a offshore Transcription Proofers.

Provide timely and appropriate advocacy for and communication to external Proofers to regarding changes to tools, processes, pay, etc.

Must yield to work hours needed to directly support the Transcription Training Specialists and Transcription Auditor Supervisor, touch base with Auditors and Support Personnel, and to attend and participate in meetings, conferences and town halls locally and with stakeholders in the US.

Expected work hours may be from 7pm to 4am MLA, but should remain flexible.

Supervision

In partnership with the Transcription Auditing Supervisor, manage Transcription Auditing personnel (Auditors, Proofers and Support personnel) and likewise directly supervises and develops Training Specialists to peak performance including coaching, evaluating, disciplining and escalating personnel issues as appropriate.

Provides direct coaching and development to the Transcription Training Specialists and the Auditing Supervisor on a regular weekly / monthly basis and is responsible for the overall performance and development of the Transcription Training and Audit Department.

Provides timely feedback to the Transcription Training Specialists and Audit Supervisor and provides apt direction on the implementation and management of department projects and day to day routines.

Provides constructive feedback, guidelines and action plans to Transcription Auditors and Support personnel including New Hires as needed to maintain a high level of performance within the team

Serves as the department’s escalation point on New Hire, Audit / Proofer performance, HR / personnel concerns, proofer management and any issues that concern the Department.

Regularly meets and cascades management directive and updates and instills the company’s purpose, core values and vision to the Transcription Training and Audit Department on a bi-weekly / monthly basis

Proactively addresses performance and people related issues by maintaining close corporate relationships with the Transcription Auditors and Support personnel, and with the Management.

Partners with the Transcription Audit Supervisor in monitoring and evaluating overall Audit, Proofer and Support performance through implementing appropriate retention strategies and other team development activities.

Partners with HR in the selection of the new hires to ensure hiring the correct person for the Transcripts department.

Periodically reviews Scorecards with the Training Specialists and the Transcription Audit Supervisor and partners in root cause analysis, action planning and execution

Regularly evaluates and audits Department performance on all levels and provides action plans and direction to maintain a good level of performance from the team and to build, enhance skills.

Promotes and is responsible for providing a motivating, encouraging and supporting work atmosphere for the entire Transcription Training Auditing Department.

Requirements :

3-5 years of experience in training and development, quality, editing or publishing environments in a leadership role.

3+ years experience in a supervisory / management role.

Excellent written and oral communication skills. Ability to communicate effectively with staff, peers, upper level local management, and senior level offshore management.

Well-organized, accurate, and precise with attention to detail.

Ability to review and critically analyze data and documentation.

Proficient in researching, reporting, tracking and monitoring.

Strong background in Curriculum Development and Leadership Training

Ability to multi-task with multiple priorities and timeframes.

Intermediate Excel skill required. Basic to Advanced knowledge on statistics

Green belt Six Sigma trained is a plus

Excellent coaching / training / mentoring skills.

Ability to understand diverse accents and varying dictation styles.

Typing speed of least 50 wpm

Work the flexible shifts on-demand.

Willingness and aptitude for undergoing process training and quickly learning the environment.

Familiarity with financial markets and business organizational vocabulary is a plus.

Deadline of internal application : July 2, 2021 EOB

S&P Global Market Intelligence

At S&P Global Market Intelligence, we know that not all information is important some of it is vital. Accurate, deep and insightful.

We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk.

Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.

S&P Global Market Intelligence is a division of S&P Global (NYSE : SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence.

For more information, visit www.spglobal.com / marketintelligence.

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race / ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.

Only electronic job submissions will be considered for employment.

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