Manager Training & Quality

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.  

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 

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