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Senior Director Learning amp Quality Assurance

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Los Angeles, CA

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Senior Director, Learning & Quality Assurance','FNG0007595','Americas-US-CA-Los Angeles','!*!The Director/Sr. Director is responsible for developing and implementing the skills and knowledge strategy, training curriculum, trainer audit and certification as well as the call center quality assurance program for the Fox Digital Consumer Group organization. This is an opportunity for the right candidate to build the training curriculum, take ownership of the delivery and ongoing modifications to insure the training meets and exceeds the standards of excellence and consistency at Fox and it’s Digital Consumer Care Organization. The Director/Sr. Director will report directly into the EVP, Customer Operations.   Responsibilities Lead the development, delivery and ongoing refinement of all training content including policies, standards, documentation and processesEnsure effective delivery of training content in support of targeted business and employee development objectivesLead the ongoing development of new courseware utilizing all instructional design methods including web-based content development toolsConsistently look for continuous improvement opportunities within the Learning domain including (but not limited to) instructional design methods, curriculum design, development and delivery, usability and certificationProactively manages the administration of the Learning Management System, Knowledge Base and Quality Program with all stakeholders – internal and external user communities - including ensuring ongoing user maintenance processes and procedures are in place and operationalExplore emerging opportunities to expand learning experiences through social media and networking platforms and toolsProactively liaise with key business segments (Product Development, Marketing, and Engineering and Operations departments) to ensure accurate, timely and consistent delivery of all training related content and performance support materials to the Call Center organizationLead the end-to-end training development and delivery architecture/infrastructure in concert with the vendor training organizationsDefine, develop and manage implementation of call center quality assurance program to ensure satisfying customer interactions in all interaction channels (chat, webform, phone etc.)Define and measure effective metrics/KPI’s as they relate to the Learning development, delivery, user certification and general learner uptakeDevelop and deliver all training related subject matter expertise on behalf of the Call Center organization including creating and delivering presentations, white papers, strategic and tactical plans etc.Participate in broader learning/training organizations, associations and forums to continually bring new ideas to bear at FoxDefines and maintain a certification process including coordinating with vendors to develop instructor certification programs, ongoing audit processes and bi-annual certification / re-certificationAttend quality calibration sessions regularly to ensure Training strategies can be brought to bear in a timely, consistent and measurable manner to impact Quality results in the fieldParticipate in company-wide projects/assignments, which could include working on curriculum updates/revisions or traveling to assist with new center launchesPosition requires at least 20% travel (domestic)Performs other duties as assigned','!*!At least five years of experience as a leader in skills and knowledge development in a business setting, including experience in one or more of the following areas: LMS, web-based content development methods & tools, video, interactive video, CBT, multimedia, on-line documentation and help systems,Experience with web-based multimedia authoring or development tool requiredKnowledge and/or experience with Knowledge Management Tools requiredBackground or functional experience in one or more of the following content areas a plus: Call Center, Technical Programming, Information Technology and/or Systems, Human Resources Content (Sales, Communication, Project Management, Interviewing, Performance, Evaluation, etc.)Knowledge or familiarity with visual display design principles and usability is highly desirableMust have legal right to work in the U.S.BS/BA Degree and/or equivalent combination of education and experience preferredConfident public speaking and presentation skillsDemonstrated project management and planning skillsStrong Interpersonal skills and ability to interact and work with staff at all levelsExcellent written and oral communication skillsDemonstrated ability to handle multiple tasks in a fast-paced environmentMust be able to manage, coordinate and conduct group and one on one training programsDemonstrated ability to successfully manage a remote workforceAbility to work independently and in a team environmentAbility to pay attention to details and be organizedAbility to project a professional image over the phone and in personCommitment to “internal client” and customer service principlesWillingness to take initiative and to follow through on projectsSpelling, grammar, proofreading and editing skillsStrong organizational skills and attention to detailsCreative writing ability  Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environmentExperience with web-based content authoring tools – Taleo preferredExperience with web-based knowledge management tools – Zendesk and Taleo preferredPreferred experience with CRM software (Oracle, Zendesk, etc.)Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access). Microsoft Project, Visio or Igraphix, e-mail and calendar tools.  Division Description The Fox Digital Consumer Group is a strategic business unit with a customer-driven focus that is leading the consumer-driven revolution in media and entertainment. The group is strengthening and improving Fox Networks’ already successful TV Everywhere apps as well as developing, building and executing new consumer offerings that deliver fantastic Fox content in new and exciting ways.   Fox DCG is responsible for driving the development of platforms and capabilities and overseeing the ongoing enhancement and support of Fox Networks’ existing apps and TV Everywhere, including Fox Now, FX Now, Fox Sports Go and the National Geographic TV Apps, as well as the creation of new direct to consumer TV products. Additionally, they work hand-in-hand with the network marketing groups to promote awareness, adoption and usage of our TV Everywhere offerings, guide strategy and business development for new offerings, and manage key partner relationships (including the integration with Fox’s regional businesses in Europe, Asia and Latin America).   We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.','Senior Director, Learning & Quality Assurance']);


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Company Profile
Fox Broadcasting Company (FOX), a unit of 21st Century Fox, is home to some of the highest-rated and most acclaimed series on television, including AMERICAN IDOL, THE FOLLOWING, NEW GIRL, GLEE, BROOKLYN NINE-NINE, THE SIMPSONS and SLEEPY HOLLOW. The network ranked No. 1 in the key adult demographic for eight of the past 10 seasons and continues to dominate all network competition in the more targeted Adults 18-34 and Teen demographics. FOX airs 15 hours of primetime programming a week as well as late-night entertainment programming, major sports and Sunday morning news. “Like” FOX on Facebook at and follow the network on Twitter @FOXTV.

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