Customer Service Manager - Training and Quality - Remote

Overview

The Training and Quality Manager – Customer Service is responsible for enhancing the performance of the customer service team through targeted training initiatives and quality assurance programs.

In Short

• Lead a team of trainers and quality analysts.
• Serve as a key business partner to senior leadership.
• Design and deliver various training programs.
• Conduct regular training needs analysis.
• Create engaging training content.
• Partner with team leaders for ongoing coaching.
• Evaluate training effectiveness using KPIs.
• Develop quality monitoring frameworks.
• Track quality metrics to identify trends.
• Ensure compliance with standards.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 5+ years of customer service experience.
• 2+ years in training or quality management.
• Knowledge of contact center operations.
• Experience with quality monitoring tools.
• Excellent communication and presentation skills.
• Strong organizational and analytical skills.

Benefits

• Opportunity to enhance employee development.
• Drive operational efficiency.
• Be part of a mission-aligned team.
• Work in a culture of love, joy, and teamwork.