Training & Quality Manager

Position Summary:

The Training and Quality Manager supports training and quality for a program or a vertical account either within a site and/or across multiple locations. Oversees Transaction Monitoring requirements, and/or Sales Verification (as applicable), and is responsible for ensuring continuous training of employees based on client, organizational and individual needs. Incumbent may supervise Trainers, Quality Supervisors and Quality Analysts and may skip level supervise Quality Coaches and/or Sales Verification Representatives, if applicable. This individual is responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring Team and is responsible for assigned staff development. Responsibility also includes proactive identification of account level performance related KPI opportunities up to and including customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, and knowledge management improvement areas by client program. Incumbent is responsible for Call recording tools and quality form administration and Continuous Improvement initiatives. This position ensures training procedures are documented, audited and maintained. The scope of the role includes new program setup, implementation and performance management. Through the review of Training tools, processes and resources, the Training and Manager is also responsible for working with the Account Management, IT, HR, Operations and other functional teams to improve procedures. Ongoing Trainer development is a major focus of the Manager's responsibility as well as ensuring content delivery and effectiveness.

Transaction Monitoring, sales conversion , Continuous Improvement, Knowledge Management, call recording, content delivery , Customer Satisfaction, Quality, Training, Customer Experience, CSAT