Training & Quality Assurance Manager (Remote)

Training & Quality Assurance Manager

ContactUs Communications based in Columbus, Ohio is expanding, and we have a need to fill in our Training Department.

What to expect:

As the Training and Quality Assurance Manager – you will focus on building a strong and capable call center training and quality team that supports Production Training and Quality Assurance for all accounts. Collaborate and partner with internal stakeholders to assess current training and development programs, identify training and development needs, and implement new training and development programs.

Who you are:

A seasoned senior training and quality leader in the call center world that brings years of experience developing creative, thoughtful, innovative training solutions. You have expertise leading a large training and quality department in the call center environment and is experienced leading remote teams. You are a strong leader who specializes in operational efficiency, team development, strategy, and people leadership.

What you will do:

• Manage day-to-day call center training and development activities leading a training department that covers new hire training, personnel development training, recurring training, and creation of new training and development programs.
• Establish training metrics and feedback loops to evaluate, measure and share the effectiveness of the program, fully understand the results of the training program and identify areas for improvements.
• Drive ongoing learning needs analysis, design, scripting, development, assessment, implementation, and evaluation of training materials to ensure alignment with business strategy across the organization.
• Ensure skills and training matrix is kept up to date and available for review.
• Manage the training and quality assurance department budgets.
• Lead, evaluate, and develop a world class training team and ensure the training and development strategy is effectively implemented in a call center environment.
• Develop process improvements to streamline training related processes.
• Deliver training programs/sessions as required.
• Work with managers within all applicable departments to identify skill gaps, training opportunities and develop/deliver training solutions.
• Evaluate effectiveness of existing training programs. Partner with internal stakeholders and subject matter experts (SME) to determine appropriate modifications or elimination of existing training.
• Manage training and quality assurance team and provide individual development.
• Conduct needs analysis to guide creation of new training.
• Ensure the curriculum addresses the needs of new and existing employees. Monitor, revise and add content as needed.
• Manage call center quality assurance team to effectively provide quality analysis of all agent staff.

Requirements:

• Knowledge of PCI compliance standards
• Organizational development, facilitation, assessments, and other training delivery certifications
• Bachelor's degree in relevant field or will accept 10 years total experience combination between education and call center training leadership experience.
• Experience working with and implementing training and apprenticeship programs.
• 7+ years of progressive Call Center Training experience, including at least 5 years’ experience in a Training Manager position leading a team of trainers.
• Strong Computer Skills (MS Word, Excel, PowerPoint) Required
• Ability to adapt to fast paced environment and work well under pressure
• Experience leading Training programs in a high-volume call center environment managing multiple client accounts.
• Successful track record of developing and delivering training programs, creating materials and utilizing a variety of training methods and tools
• Excellent training facilitation and presentation skills. Must be able to use presentation skills to effectively engage participants at all levels to promote professional development.
• Demonstrated process improvement in the training organization.
• Experiencing managing remote teams

Benefits:

Along with competitive pay, as a full-time ContactUs employee, you are eligible for the following benefits:

• Dental and vision plans
• PTO
• Health Insurance
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• 401(k) with employer match

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement:

ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.