Quality Assurance Training Manager in Beaverton, OR

$80K - $100K(Ladders Estimates)

EPIQ Systems   •  

Beaverton, OR 97005

Industry: Legal & Accounting

  •  

5 - 7 years

Posted 34 days ago

Job Description:


  • Responsible for managing and developing a team of quality assurance and training specialists.
  • Develops goals for phone agent service delivery and monitor execution (call quality scores, agent statistics, reporting, etc.).
  • Designs training curriculum and facilitate training classes as needed.
  • Works with internal clients to establish best practices which meet client needs and addresses any prioritization issues as that may arise
  • Act as a liaison between the phone agents, management, and client services. Ensure all parties are informed appropriately.
  • Ensures overall success through coordination, management and department execution of client's deliverables
  • Update scripting/procedure changes in our knowledge base as needed.
  • Designs and maintains department's standard operating procedures

Qualifications


  • 5 years of call center experience with a minimum of 3 years in a managerial role.
  • Bachelor's degree or equivalent experience
  • Excellent verbal and written communication skills with a professional, calm demeanor
  • Ability to interact with all levels of managers in the organization
  • Must have strong experience in the areas of staff development and direction, training, quality control, and document preparation.
  • Ability to effectively handle multiple tasks and time-sensitive projects with changing priorities

Competencies


  • Managing Performance - Ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event
  • Developing Others - Provides support and direction towards the development of individuals' knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures
  • Fosters Teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team


Valid Through: 2019-11-11