Position Summary: Responsible for supervising and directing the work of training and quality personnel. Determines the training needs of call center operations, develops and administers training programs to meet those needs. Directs and coordinates quality programs, and training and quality personnel to ensure customer satisfaction and performance standards are met with optimum efficiency.
Essential Duties & Responsibilities:
Ø Responsible for managing the team of training and quality assurance employees and developing training programs to meet the needs of operations.
§ Supervises and directs the work of training and quality assurance personnel.
§ Develops, implements and evaluates quality programs and training modules, lesson plans and training outlines.
§ Researches issues and communicates findings to alleviate problems, inconsistencies, and improve overall customer satisfaction levels. Reports current trends and makes recommendations for improvement through coaching and/or training.
§ Reports current trends and makes recommendations for improvement through coaching and/or training.
§ Ensures Quality Department procedures, standards, documentation and reporting are maintained, updated and in compliance with quality performance standards.
§ Confers with personnel to provide technical advice and to resolve problems.
§ Prepares reports for management, clients or others as needed.
§ Tracks training/quality trends and makes necessary changes to current programs.
§ Develops new training courses associated with the introduction of new products and services with supervision.
Ø May perform other related duties and responsibilities as assigned and/or required.
· 1-2 yrs. of experience
· One (1) year related experience with a minimum of six (6) months supervisory/ management experience is required.
Education and/or formal training:
Ø Bachelor’s degree (BA/BS) from a four (4) year college or university or equivalent combination of education and related experience
Ø Prefer Six Sigma.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Employees may be required to perform any other job-related duties as requested by their supervisor. All requirements are subject to possible modification to reasonably accommodate qualified individuals with a disability.
“STARTEK is an Equal Opportunity Employer”