Quality and Training Manager

at  The Chicago Lighthouse

STATEMENT OF PURPOSE: The Training and Quality Manager will identify, develop, implement, track, evaluate and monitor the training and quality assurance needs of the Contact Centers in the areas of employee orientation, work culture, policies and procedures and leadership. They will conduct new hire training, on-the-job coaching, annual recurrent training, maintain training files, and manage and implement the intranet sites training and quality programs, to ensure compliance with the Contact Centers policies and practices as well as industry standards. The Quality & Training Manager will document quality results and develop individual training plans for agents with quality or performance opportunities.

QUALIFICATIONS:

• Associate or bachelors degree in human resources, training, or a related field, or relevant work experience. Education is considered to include both the formal/traditional, as well as learning from life and work experience.
• Proven experience in developing curriculum and delivering training in the areas of contact centers, customer service, or service delivery.
• Excellent written, verbal, and interpersonal communication skills.
• Innovative, facilitator of learning and change.
• Highly computer literate with proficiency in Microsoft Office, especially Word, Excel and PowerPoint and related business and communication tools.
• Familiar with traditional and modern training processes.
• Excellent organizational and time management skills.
• Must be flexible with schedule.