Manager Training & Quality

We are currently seeking a qualified Training and Quality Manager who will play a key leadership role to oversee various training and quality teams for multiple programs.

Job Summary:

Be More at iQor! We are currently seeking a qualified Training and Quality Manager who will play a key leadership role to oversee various training and quality teams for multiple programs. This position will focus on leadership development and training, ensuring client contract compliance, exceeding client expectations, and requires some travel. 

Responsibilities:

• Leads a team of Trainers and Quality Analysts by providing them with direction, support and career development
• Coordinate with program training and quality managers regarding client needs and training and quality expectations regarding leadership development and training and quality
• Enhances or creates Training and Curriculum Development processes that will improve customer satisfaction, increase productivity, and improve team performance
• Demonstrates innovation by improving team member satisfaction by creating an environment consistent with iQor’s Core Values, resulting in retention of trainers and agents
• Coaches and develops the Training and Quality Leaders to meet and exceed established call center goals while ensuring adherence to established business processes and policies
• Sets goals and tracks and analyzes team metrics. Initiates action plans for low performers and low performance
• Implements progressive disciplinary measures as needed
• Ensure that all Training and Quality leaders complete corporate training goals and yearly refreshers
• Play an active role in new leader selection and development
• Manage a successful process of training observations, review survey feedback and create development plans
• Support program training ramps
• Manage client contract requirements including but not limited to trainer and agent certifications, quality assurance expectations, quality scores.
• Manage the Performance Coaching system for all projects, reporting and follow up
• Work directly with program leaders and corporate training on all corporate initiatives
• Coordinates with other support units/departments (Operations, Talent Acquisition, Human Resources, etc.)
• Implements strategies to maintain ongoing client interaction that is positive and full of energy and enthusiasm.
• Ensure all reports are maintained on a real-time basis to allow for easy data analysis and reporting.

Skills Requirements:

• 5+ years Training and Quality Assurance experience, preferably in a call center environment
• 3+ years supervisory experience
• Demonstrated knowledge of the call center industry
• Ensure that the program is delivering against client metrics and contractual requirements
• Demonstrated ability to lead, coach, and develop effective teams both onsite and virtually
• Demonstrated personal initiative
• Ability to have creditability at all levels of the company establishing positive and productive relationships with key stakeholders
• Strong communication and presentation skills with ability to interact with a wide variety of internal/external individuals at all levels
• Strong analytical and problem-solving skills
• Have an established track-record and understanding for being results-oriented with ability to manage change while creating a positive environment
• Illustrate the ability to manage multiple priorities and a multitude of projects in a team environment
• Exhibit a solid understanding of performance management and employee development strategies
• Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies
• Flexibility to work long and irregular hours
• Able to travel as needed between sites and internationally
• Must be able to pass a background check

Education Requirements:

• Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.