Call Center Training & Quality Manager

Position Objective

Manage daily operations of Training and Quality Assurance for programs to ensure effective and efficient operations. To provide instruction on training development and delivery to Trainers and Quality Analysts as prescribed by Director of Training and Quality. To manage and coordinate the scheduling of trainers and training programs. Manage, lead and develop training staff members to ensure high quality training development, delivery and performance measurement. To ensure that Quality Assurance policies, procedures and standards are followed and maintained.

Position Activities

Maintain up-to-date knowledge, training and applicable certification and licensure on designated content and course material as identified by University Director. (e.g. systems, products, processes, procedures, sales, leadership, training, soft skills, customer care skills etc.)

Deliver classroom training programs on various topics such as sales, service, quality, leadership, management, training, presenting, etc.

Administer course tests, assessments and surveys to evaluate training effectiveness and future needs.

Coordinate class schedules and commensurate logistics.

Participate in design of courseware, CBT and general training content development.

Participate in design of tests, assessments and surveys.

Participate in execution of departmental training needs assessments.

Primarily focused on Implementation and Evaluation phases of ADDIE model.

Maintain relevant training equipment and ensure proper care and maintenance.

Manage day-to-day scheduling and utilization of all training assets such as projectors, furniture, class materials, class rooms etc.

Manage and lead operations training staff to accomplish operations training goals as well as to identify emerging training gaps and needs.

Manage and lead Quality Analysts and support staff in order to achieve daily customer interaction observations and scoring standards and requirements.

Ensure that client QA staffing, processes and procedures are met on a daily basis.

Provide local site-level leadership of processes and procedures as designated by Senior Manager of Quality Assurance.

Collaborate with Senior Manager of Quality Assurance to properly on-board new client Quality Assurance teams and operations.

Provide site-level feedback to Senior Manager of Quality Assurance on operational effectiveness and efficiency of Quality Assurance teams and processes.

Job Complexity

Must be able to execute all relevant job duties associated with daily leadership of site-level Training and Quality Assurance with moderate supervision.

Delivering training programs via various modalities (webinar, ILT, vILT, conference call, CBT, etc.).

Must have solid proficiency in designated area of training focus (e.g. systems, product, procedures, soft skills, sales, etc.).

Must be able to effectively manage groups of learners and trainers spanning all ranges of experience, education, skills, proficiency and knowledge.

Must be able to provide daily management and leadership for Training and Quality direct reports.

Must be proficient in use of industry standard office automation software such as MS Word, MS Excel and MS PowerPoint, MS Project.

Must have solid understanding of sales, customer care, telephone communication. Knowledge in health Insurance products and services is helpful.

Must have experience as a Quality Analyst and/or QA supervisor.

Ability to learn new products, services, procedures and support systems quickly.

Periodically participate in special training projects, programs and initiatives as directed by University Director.

Periodically participate in CBT/eLearning courseware development.

Must able to work effectively in team projects as well as alone with little supervision.

Managing across Training and Quality disciplines.

Minimum Requirements

Educational/Specialized/Technical Requirements

Degree in Education, Communications or equivalent related work experience. Technical Trade School or Military experience can be substituted for the aforementioned.

Training in and experience applying the principles of the A.D.D.I.E. ISD model.

Training in and experience applying the principles of the Kirkpatrick model of training evaluation.

Training in and experience applying the principles of developing and delivering training targeting the 4 quadrants of the V.A.R.K. model of learning styles.

Training in and experience applying the principles of the Bloom’s Taxonomy of learning objectives in training assessment and development.

Trained and experienced in classroom instruction, webinar training delivery, public speaking, facilitation and professional presentation delivery.

Skills – Essential and Preferred

Essential

Strong written and verbal communications skills required.

Strong speaking and presentation skills and abilities required.

Strong comprehension and knowledge of Health Care and Insurance products and services preferred. Minimum of 10 years applied experience.

Experience designing and developing customized training materials. Minimum of 7 years’ experience.

Must be very proficient at speaking in front of groups and committees. A minimum of 10 years teaching in a business environment or other adult education environment.

Advanced level in standard office automation software….MS Word, Excel, PowerPoint, Access, Outlook, MS Project, etc.

Strong ability to multitask and manage multiple projects simultaneously with moderate supervision.

Work within set schedules and deadlines.

Must high energy level.

Must have positive attitude and adapt well to change.

Must be a team player.

Must be highly motivated self starter.

Creativity is a must.

Ability to alternate between team participant and team lead as projects and programs require.

MUST BE A PROBLEM SOLVER.

Project Management experience

B2B and/or B2C sales and customer care experience

Group and/or team leadership

Preferred

Ability to develop and deliver Health Care and Insurance training to a student base with a wide range of skills, knowledge, training and experience.

Six Sigma, COPC, ISO certifications preferred.

ASTD Trainer/Facilitator certification preferred.

Experience creating/managing QA performance scorecards preferred.

Experience in live, synchronous and asynchronous webinar training development and delivery.

Experience developing in industry standard media platform. (Adobe Master Suite, Captivate, Articulate, Camtasia, etc.).

Experience utilizing/managing LMS and/or LCMS.

Video, audio, photography editing

Experience with industry standard ISD (Instructional System Design) methodology. ADDIE approach preferred.

Experience applying Kirkpatrick model of training evaluation preferred. Experience developing and executing training program ROI and business impact analyses.

Experience applying VARK model of learning styles in development and delivery preferred.