TQA Manager

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Requisition ID: 126372
Job Category: Operations
Location: United States-North Carolina-Greensboro-4336 Federal Drive 27410
Posted Date: 12/6/2017 1:58:29 PM
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.                                                                                                                                                                                                                                    
JOB SUMMARY                                                                                                                                                                                                                                                                                                                            Performs management level work overseeing all aspects of client specific, call-center training and quality assurance. Work is performed under general supervision. General supervision is exercised over subordinate personnel.                                                                                                                                                                                                                                                                  JOB RESPONSIBILITIES                                                                                                                                                                                                                                                                                                                              • Manages center training and quality assurance programs and staff and evaluates and delegates work assignments based on needs and scope of work
• Supports sales team and center management team with new programs throughout program development, implementation, and maintenance
• Conducts trainer observations and monitors trainer and trainee performance
• Performs internal audits of quality files to ensure policy and procedure compliance, tracks quality certification completion, and conducts coaching observations
• Ensures training and quality expectations of client, center, and corporation are met
• Takes initiation to identify, analyze, report, and address training & quality needs (curriculum design, trends, performance) and collaborates with operations management to prioritize execution based on greatest performance impact
• Ensures all reporting requirements are complied with for client, center and corporate
• Coordinates with training to ensure that all quality opportunities are addressed to improve overall performance
• Provides regular training and quality performance results to managers, center operations team, and corporate
• Participates in on-site client review meetings including the development of training programs or interventions
• Assesses and determines training needs, procedural updates, trainee performance, and collaborates with operations, recruiting, and quality to prioritize delivery
• Attends calibration and monitoring sessions to ensure program compliance and balance
• Monitors trainer utilization and completes trainer time transfer in Oracle to programs
• Oversees work schedules for quality assurance teams
• Manages staffing needs and ensure ratios are maintained to provide appropriate operational support
• Completes and maintains training schedule and calendar of internal remote monitoring sessions with clients to ensure overlap of accounts does not occur
• Coordinates with training team to develop new programs, new hire classes for existing programs, and/or changes to programs and makes recommendations to training agenda or curriculum as necessary
• Coordinates updates and maintenance of quality equipment and software programs
• Maintains positive, consistent and effective communication with staff, peers and senior management
• Achieves certification in the P.A.C.E. coaching methodology and conducts P.A.C.E. coaching training and certifications for others
• Responsible for coordinating with PRCU to schedule Team Manager Initial Training Program (TMITP) and track TM development training through course tracker
• Assists in assessing TM, SM, and OM performance on an ongoing basis
• Assists in the strategic development and delivery of ongoing TM, SM, and OM training
OTHER RELATED DUTIES                                                                                                                                                                                                                                                                                                                                      • Supervises subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring, and development
• Assist other centers or programs, as necessary; may involve incremental travel
• Manages against a budget and ensures corporate guidelines are adhered to
• Other duties as assigned
JOB REQUIREMENTS                                                                                                                                                                                                                                                                                                                 Minimum Education and Experience:
• Bachelors degree from an accredited university or college with major coursework in management, training, education, psychology, or other related field or related years of experience
• Experience in training design, delivery, and assessment experience preferred (to potentially include online/virtual classroom delivery in addition to classroom delivery)
• Experience in a call center environment, including supervisory experience
• Some previous telemarketing or telephone service experience
• Strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills.

Knowledge, Skills and Abilities:
• Ability to monitor and record improvements in performance
• Good understanding of business acumen
• Strategic thinker, independent self-starter, capable of detailed analysis and creative problem solving
• Moderate to high degree of computer experience/knowledge
• Demonstrated ability to influence and motivate across all levels of employees in multiple locations
• Superior communication skills: both written and verbal
• Comfortable with and excels in a fast-paced environment with frequently changing priorities
• Looks for opportunities and crafts solutions to drive continuous improvement
• Shows initiation, accountability, flexibility as well as maintains sensitivity in human relations
• Strong aptitude for listening and being able to provide actionable feedback
• Excellent presentation, influence and negotiation skills
• Knowledge of Microsoft Word, Excel, and PowerPoint and overall moderate to high pc proficiency
Work Environment:
• Constant work performed in a climate-controlled training/classroom environment
• Some work performed on a call-center production floor
• Frequent flexibility with hours are needed to ensure adequate coverage
Physical Demands:
• Frequent standing
• Frequent sitting
• Frequent use of hands
• Constant use of speech to communicate
• Frequent use of telephone, computer, and multiple software applications
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.


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