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Senior Director Learning Quality Assurance

Company name
Fox International Group Limited

Los Angeles, CA

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Description 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\u2019s 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 processes Ensure effective delivery of training content in support of targeted business and employee development objectives Lead the ongoing development of new courseware utilizing all instructional design methods including web-based content development tools Consistently look for continuous improvement opportunities within the Learning domain including (but not limited to) instructional design methods, curriculum design, development and delivery, usability and certification Proactively manages the administration of the Learning Management System, Knowledge Base and Quality Program with all stakeholders \u2013 internal and external user communities - including ensuring ongoing user maintenance processes and procedures are in place and operational Explore emerging opportunities to expand learning experiences through social media and networking platforms and tools Proactively 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 organization Lead the end-to-end training development and delivery architecture\/infrastructure in concert with the vendor training organizations Define, 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\u2019s as they relate to the Learning development, delivery, user certification and general learner uptake Develop 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 Fox Defines and maintain a certification process including coordinating with vendors to develop instructor certification programs, ongoing audit processes and bi-annual certification \/ re-certification Attend 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 field Participate in company-wide projects\/assignments, which could include working on curriculum updates\/revisions or traveling to assist with new center launches Position requires at least 20% travel (domestic) Performs other duties as assigned Qualifications 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 required Knowledge and\/or experience with Knowledge Management Tools required Background 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 desirable Must have legal right to work in the U.S. BS\/BA Degree and\/or equivalent combination of education and experience preferred Confident public speaking and presentation skills Demonstrated project management and planning skills Strong Interpersonal skills and ability to interact and work with staff at all levels Excellent written and oral communication skills Demonstrated ability to handle multiple tasks in a fast-paced environment Must be able to manage, coordinate and conduct group and one on one training programs Demonstrated ability to successfully manage a remote workforce Ability to work independently and in a team environment Ability to pay attention to details and be organized Ability to project a professional image over the phone and in person Commitment to \u201cinternal client\u201d and customer service principles Willingness to take initiative and to follow through on projects Spelling, grammar, proofreading and editing skills Strong organizational skills and attention to details Creative writing ability Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment Experience with web-based content authoring tools \u2013 Taleo preferred Experience with web-based knowledge management tools \u2013 Zendesk and Taleo preferred Preferred 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\u2019 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\u2019 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\u2019s 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.

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Fox International Group Limited
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