Job Summary:

We are seeking a passionate and results-driven Training and Quality Manager to lead our quality assurance team dedicated to evaluating call center agents’ performance. This role is pivotal in ensuring our agents are equipped with the skills and knowledge to provide outstanding service. You will develop comprehensive training programs, implement robust quality standards, and foster a culture of continuous improvement.

Key Responsibilities:

• Leadership: Manage and mentor a team of quality analysts responsible for evaluating and providing feedback on call center agents’ performance.
• Training Development: Design and implement targeted training programs based on call evaluations, performance metrics, and industry best practices.
• Quality Assurance: Establish and maintain high-quality standards for call evaluations, ensuring compliance with company policies and regulatory requirements.
• Performance Analysis: Analyze call data and quality metrics to identify trends and drive continuous improvement initiatives across the team.
• Feedback Loop: Provide constructive feedback and coaching to agents, helping them enhance their performance and customer interaction skills.
• Collaboration: Work closely with call center leadership to identify training needs and develop strategies for performance enhancement.
• Reporting: Prepare and present insightful reports on call quality trends, training effectiveness, and areas for improvement to senior management.
• Continuous Improvement: Foster a culture of learning and development, encouraging agents to embrace feedback and pursue excellence in customer service.
• Industry Insights: Stay updated on the latest trends and advancements in call center quality management to ensure our practices remain competitive and effective.

Qualifications:

• Bachelor’s degree in human resources, Business Administration, or a related field; master’s degree preferred.
• Proven experience in training and quality management within a call center environment, with a minimum of 3 Years.
• Strong understanding of call center operations and quality assurance methodologies, with a track record of driving performance improvements.
• Exceptional analytical skills with the ability to interpret data and metrics to inform decision-making.
• Outstanding communication, coaching, and interpersonal skills, with the ability to motivate and inspire teams.