The Training and Quality Manager at the Call Center is responsible for overseeing the training and quality assurance programs to ensure the organization's Telemarketing meets or exceeds established standards. They work closely with the call center staff to improve their skills and knowledge, and to enhance the overall customer experience.
Telemarketing Experience providing excellent Telemarketing to both internal and external stakeholders. Knowledge of Telemarketing principles and techniques.Training and Development: Knowledge of training and development principles and practices. Experience with training needs analysis, curriculum development, and training delivery methods.Quality Management: Knowledge of quality management principles and practices. Experience with quality assurance processes, performance metrics, and continuous improvement methodologies.Leadership: Experience leading and managing a team of training and quality assurance professionals, including hiring, training, and performance management. Knowledge of leadership principles and techniques.Communication: Excellent communication skills, including written and verbal communication. Ability to communicate with all levels of staff and management.