Manager of Customer Service Quality and Training - Remote

Overview

This position involves shaping the quality and training framework of a high-performing customer service team dedicated to excellence.

In Short

• Design and manage onboarding and ongoing education programs for customer service teams.
• Oversee quality assurance functions including scorecard development and reporting.
• Analyze performance data to drive continuous improvement.
• Coordinate upskilling and cross-training efforts to boost team agility.
• Support assistant managers with coaching tools derived from QA outcomes.
• Manage the QA Program Lead and assist in team expansion.
• Support strategic planning for team structure and automation opportunities.
• Collaborate with team leaders and senior management.
• Foster a customer-first mindset and culture of continuous improvement.

Requirements

• Experience in customer service management.
• Strong background in training and development.
• Proficient in quality assurance processes.
• Ability to analyze data and derive actionable insights.
• Excellent leadership and team management skills.
• Strong communication and collaboration abilities.
• Experience with performance improvement initiatives.
• Ability to work in a remote environment with occasional in-person collaboration.

Benefits

• Opportunity to shape a high-performing team.
• Remote work flexibility.
• Collaborative work environment.
• Professional development opportunities.
• Competitive salary and benefits package.