Quality Assurance & Training Manager - Call Center

Renuity is seeking a highly motivated and experienced Contact Center Training & Quality Assurance Manager to lead and manage our contact center's training and quality assurance programs. In this role, you will be responsible for developing and implementing comprehensive training programs, designing & executing quality assurance processes, and ensuring that our contact center staff is delivering high-quality service to our customers.

This is a hands-on, on-site position at our new facility in Ft Lauderdale, FL. Successful candidates will have previous training and development experience geared toward high performance call center teams.

What Can We Offer You

• 401(k) with match
• Paid holidays, PTO
• Competitive salary based upon experience and skills
• Health, dental, vision and supplemental insurance options
• Work with a team of talented professionals in a fun, dynamic environment

What You’ll Do

• Closely support new hires during their first 30 days of on-the-job training (OJT) including nesting, 1-on-1’s, etc
• Collaborate with contact center management to identify and implement process improvements that enhance the customer experience and center productivity
• Develop and implement a comprehensive quality assurance program for the contact center, including call monitoring, feedback, and coaching
• Communicate regularly with contact center staff and management to provide feedback, coaching, and support
• Develop, deploy, and maintain training materials, such as presentations, job aids, skill-based assessments, training manuals within an online learning management system (LMS)
• Partner with analytics department to develop and maintain a library of online quality assurance metrics, reports, and dashboards to measure performance and identify trends
• Monitor and evaluate the effectiveness of training programs, measure their impact on performance by market & product, and adjust them as needed
• Conduct regular training needs assessments and identify opportunities for continuous improvement
• Design and deliver effective training programs for new and existing contact center staff, including onboarding, product knowledge, customer service skills, and compliance training
• Ensure that quality standards are met or exceeded in all customer interactions and identify specific areas for improvement through a scalable approach

What You’ll Bring

• Ability to design and deliver effective training programs that meet the needs of diverse learners
• Experience creating and maintaining content & training materials within an LMS or intranet (WorkVivo, Cornerstone, proprietary, etc.).
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Strong analytical and problem-solving skills, with the ability to identify trends, root causes, and opportunities for improvement
• Knowledge of best practices in quality assurance and call center metrics
• Bachelor's degree in a related field, such as business administration, organizational development, or communication preferred, but not required
• Experience with quality assurance tools, such as call monitoring software and speech analytics
• 5+ years of experience in contact center training and quality assurance, preferably in a leadership role
• Excellent communication and interpersonal skills, with the ability to build strong relationships with all levels of the organization

“It’s a lifestyle”, our employees say. It means working in an environment of collaboration, respect, diversity, shared values, and a passion for growth. That’s why Titan Holdings, our Parent Company, was recently featured in the Financial Times 2021 list of Americas’ Fastest Growing Companies. Whether you work in the field, a distribution center, a division location, or at the Coral Gables, Florida “Home Base” location, you work with team members who embrace a collaborative spirit to propel all Renuity Divisions to achieve faster growth, greater profitability, and become THE most trusted name in home improvement. Are you ready to join us?

We, at Renuity strive to instill and maintain these core values, by being

Collaborative – We get farther, together. We pride ourselves on having the most talented people in our industry, and we expand what is possible through cohesive teamwork

Innovative – We challenge industry norms and take intelligent risks to discover better ways to serve our customers

Principled – We do the right thing – no matter what. We go to great lengths to ensure our customers, employees and partners have a world-class experience and are treated fairly

Enthusiastic – We love what we do and the bonds we create with the people around us. Our passion positively influences our customers, colleagues, and partners

Value-Driven – We have an unrelenting focus on creating value for our stakeholders. We reward performance that increases the value of our company, and we live a culture where everyone thinks and acts like an owner

We hope this information is helpful to you in making the right decision when choosing your next employer!

Renuity LLC., provides the following inclusive hiring information We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.