We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary: Be More at iQor! We are currently seeking a qualified Training and Quality Manager who will play a key leadership role to oversee various training and quality teams. This position will focus on leadership development and training and requires some travel.

Responsibilities: · Leads a team of Trainers and Quality Analysts across multiple sites by providing them with direction, support and career development

· Coordinate with program training managers regarding client needs and training expectations regarding leadership development and training

· Enhances or creates Training and Curriculum Development processes that will improve customer satisfaction, increase productivity, and improve team performance

· Demonstrates innovation by improving team member satisfaction by creating an environment consistent with iQor’s Core Values, resulting in retention of trainers and agents

· Coaches and develops the Trainers and Quality Analysts to meet and exceed established call center goals while ensuring adherence to established business processes and policies

· Sets goals and tracks and analyzes team metrics. Initiates action plans for low performers and low performance

· Implements progressive disciplinary measures as needed

· Ensure that all Trainers complete corporate training goals and yearly refreshers

· Play an active role in new trainer hiring selection and development

· Conduct training observations, review survey feedback and create development plans

· Support program training ramps

· Manage the Performance Coaching system for all projects, reporting and follow up

· Work directly with the vertical support trainer on all corporate initiatives

· Coordinates with other support units/departments (Operations, Talent Acquisition, Human Resources, etc.

Skills Requirements: · 5+ years Training and Quality Assurance experience, preferably in a call center environment

· 3+ years supervisory experience

· Demonstrated knowledge of the Verizon program preferred

· Ensure that the program is delivering against client metrics and contractual requirements

· Demonstrated ability to lead, coach, and develop effective teams both onsite and virtually

· Demonstrate personal initiative

· Ability to have creditability at all levels of the company establishing positive and productive relationships with key stakeholders

· Strong communication and presentation skills with ability to interact with a wide variety of internal/external individuals at all levels

· Strong analytical and problem solving skills

· Budgeting and financial planning skills

· Have an established track-record and understanding for being results-oriented with ability to manage change while creating a positive environment

· Illustrate the ability to manage multiple priorities and a multitude of projects in a team environment

· Exhibit a solid understanding of performance management and employee development strategies

· Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies

· Flexibility to work long and irregular hours

· Able to travel as needed between sites and possibly internationally

· Must be able to pass a background check

Education Requirements: Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

• Dental insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Charlotte, NC 28273: Reliably commute or planning to relocate before starting work (Required)

Experience:

• ISO 9001: 1 year (Preferred)

Work Location: One location

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