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Job Listing

Number of Positions: 1
Job Listing
Job ID: 14442145
 
Job Location:
 

 
How to Apply:
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Job Title:Call Center Quality Assurance and Training Manager
Work Type:Work Days: Work Vary: Yes , Shift: Other, Hours Per Week: 40, Work Type: Regular
 
Salary Offered:Unspecified
Benefits:Unspecified.
 
Physical Required:Unspecified
Drug Testing Required:Unspecified
Education Required:Bachelor's Degree
Experience Required:Unspecified
 
Required Skills:
Please see the job description for information about required job skills.
Preferred Skills:
 
Job Description:
Major Duties



Classification: Exempt / Non-Bargaining
Position may be located remote. #LI-Remote
Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.
Responsible for overseeing the development, implementation and management of quality assurance and training programs in a call center environment serving inbound calls (sales and customer service), chat and email support. Ensure that operational procedures and service standards are met and that employees receive the necessary training to perform their duties effectively.

Responsibilities



Supervise the activities of assigned personnel. Assign and check work, offer regular feedback, conduct formal performance reviews, and provide necessary training. Participate in hiring decisions.
Assists in design of overall quality assurance and training team structure
Develop, implement and manage quality assurance policies and procedures.
Conduct audits to ensure compliance with internal standards and customer expectations.
Analyze quality data and generate reports to identify areas of improvement.
Investigate quality issues and work with teams to resolve non-conformance.
Produce detailed QA reports with actionable insights, presenting findings to stakeholders to drive operational improvements.
Conduct root cause analysis on recurring quality issues and recommend corrective actions to prevent future occurrences.
Lead continuous improvement initiatives aimed at enhancing service quality.
Conduct training needs assessments and ensure curriculum is developed to address knowledge or skill needs.
Design new hire and ongoing training curriculum to support call center functions including, but not limited to: system, process, policies, product/service, and customer interaction skills.
Conduct technical training needs assessments by collecting information pertaining to work procedures, workflow, and reports; understanding job-specific functions and tasks
Ensure training methodologies include blended, eLearning, in person, and virtual solutions as required and develop strategies to engage employees in a hybrid work environment
Support administration of SharePoint based knowledge management tool used by representatives for process and procedure reference.
Monitor the effectiveness of training programs.
All other duties as assigned

Qualifications



Bachelor's Degree in business, quality control, adult learning, training.
5 to 7 years of applicable quality assurance and training management, 3 years of supervisory/managerial skills
Prior experience in developing and implementing training and development plans in a variety of methodologies
Experience with fiber internet and telecom environments is a plus
Proficiency in using quality and analytics software and tools (e.g., Call Miner, Genesys, etc.)
Experience using variety of training and curriculum design tools
High energy, self-motivated, flexible, creative, and adaptable to working in a rapidly changing environment
Experience with Six Sigma or other quality improvement methodologies
Excellent communications skills
Strong reporting skills
Ability to travel up to 20% based on business need
Physical Requirements:
Physical demands are minimal and generally consistent with the performance of routine office duties. Majority of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Lifting, generally less than 20 pounds occasionally required for transporting boxes, materials and office supplies. Must be able to communicate effectively to perform job tasks.


Benefits Offered



We are proud to offer a comprehensive and competitive benefits package:
401(k) matching
Medical, Rx, Dental and Vision insurance
Disability insurance
Flexible spending account
Health savings account
Life insurance
Tuition reimbursement
Paid vacation and personal days
Paid holidays
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performance

Salary



Pay range (commensurate with skills and experience): $67,632 - $102,511

Equal Opportunity Employer



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.

Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.

Refer to ID 82279035 when applying