Jobs at Sama

About The Job

As a Training Manager, you will be responsible for overseeing the performance of the training team and ensuring that all project guidelines and instructions are understood and practiced by our workers.

Key Responsibilities

• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development)
• Provide an overview of performance of Training team on bi-weekly basis
• Oversee performance of the trainers, performance of new hire on-boarding, and reporting to the Clients' Training Team
• Develop proactive training strategies to improve quality metrics of the agents
• Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
• Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
• Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
• Discuss/review with client trainers on class observation process
• Ensure adherence of Training Team Key Performance Indicators
• Attend all Train the Trainers and training related meetings with client training team
• Attend and participate on Global Quality Calibration Session
• Attend Weekly Business Reviews, and Monthly Business Reviews
• Support the planning, scheduling, and coordination of all required training for their sites
• Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
• Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
• Ensure complete, accurate and timely data collection and communication by trainers
• Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans
• Monitor new hire knowledge before and after training to help determine follow-up training required

Minimum Qualifications

• 4+ years of experience in a training leadership role in an operations environment.
• Previous minimum 3+ years of experience in a training delivery role, preferably in an international environment
• Bachelors degree in a training and development related field

Preferred Qualifications

• Good knowledge of Quality/Process Improvement techniques
• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills.
• Proven track record of collaborating with cross-functional groups to produce results
• Passion for ensuring a world class support experience for our community
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams

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About The Job

The Compliance Specialist is responsible for advocating and monitoring compliance through controls, policies, standards, and procedures. In this role, you will be working with the Risk and Compliance Lead in the Global Service Delivery and Trust teams to achieve and maintain government, and other regulatory framework requirements such as GDPR, TISAX & CCPA and industry certifications (namely but not limited to SOC2, ISO 27001, ISO 9001, ISO 22301).

You will also be responsible for driving our current compliance efforts, managing the external & internal audit plans, updating existing controls, assisting in maintaining certifications and participating in the mapping of future certifications.

Key Responsibilities

• Participate in the review of compliance and audit-related matters. Auditing existing security systems, processes and protocols and developing corrective actions/plans to fix identified gaps
• Support and evaluate the performance of a team of auditors within the Compliance unit or the organization.
• Work with all business functions to understand the security risks and compliance requirements, develop and maintain the security & compliance roadmap & strategy
• Develop and maintain compliance & security documentation, policies, guidelines, frameworks, standards, and procedures.
• Communicate policies and procedures to stakeholders inside the company.
• Support in the implementation of compliance & security standards, regulations, and best practices for the organization namely but not limited to SOC2, ISO 27001, CCPA, and GDPR.
• Support global compliance & security awareness strategy and programs fostering a culture where compliance & security is everyone’s responsibility.
• Work with the Risk and Compliance Lead and head of departments about SOC, CCPA & GDPR compliance program and their assigned controls and recommend improvements to teams for their assigned controls.
• Ensure compliance with critical controls on a regular basis.
• Participate in audits by external and internal auditors. This could be audited for client requirements, ISO standards, and any other applicable audit requirements.
• Assist with the facilitation of certifications which include, but are not limited to, ISO 9001, BCP, and ISO 27001.
• Play a key role in partnering with Sales and Customer Success teams to close business and ensure customers understand our security posture.
• Respond to requests in a timely manner from the Risk and Compliance Lead to meet service level agreement commitments for responding to customer and prospect requests.
• Identifying gaps with controls assigned to Sama teams.
• Assist in determining whether supplied artefact (s) by teams meets SOC, CCPA, ISO, GDPR & client SOW requirements.
• Support the Risk and Compliance Lead in writing Section III of the SOC2 report where necessary.
• Support Enterprise Risk Management processes and framework adherence across Global Service Delivery teams.

Minimum Qualifications

• Bachelor’s Degree in finance or business-related field.
• 2-3 years of experience in a compliance role and or security auditing role.
• Knowledge of laws, legal codes, procedures, and other relevant regulatory standards.
• Strong analytical, investigative and critical thinking skills.
• Documenting and reporting skills.

Good To Have

• Certification as ISO auditor for ISO 9001, ISO 27001 & ISO 22301.
• Certification in risk & compliance management is an added advantage.
• Projects involving coordinated efforts across large cross-functional teams.
• Previous experience with CCPA & GDPR.
• Interest and desire to obtain CISSP, CISA, or other globally recognized security, compliance, or audit certifications.
• Previous experience as an Auditor