Training & Quality Assurance Manager - Rocklin, CA

SUMMARY:

The Training & Quality Manager is responsible for managing the overall training and quality program to ensure that the sales and care teams have access to resources and training to continually improve their overall sales and service delivery skills.   The Training & Quality Manager reports to Senior Director of Customer Care.

 

RESPONSIBILITIES:

• Lead training for Customer Care and Sales Departments as well as for Human Resources Department when needed.
• Coordinate with the Marketing Department to ensure that the FAQ’s and training materials are aligned with the messaging.
• Facilitate a customer experience cross-functional committee, generate and analyze reports and propose an improvement plan.
• Development and delivery of training curriculum for all resources in the department – both initial training and continuing education
• Updating and maintenance of effective customer care and sales training materials for new hires into the training.
• Instruction and facilitation of training sessions, and the coordination of other instructors to deliver training as necessary.
• Key participant in the product/promotion development process to ensure that suitable training materials are developed and to make sure that all relevant staff are adequately prepared to deliver the required care.
• Remedial and customized training intervention when quality monitoring indicates that a particular individual or customer touch point is delivering substandard customer care and sales.
• Maintain an updated library of sales and customer care procedures, training materials and knowledge base.
• Supervision of a trainer, provide guidance on curriculum development and training plan as well training techniques used in classrooms and online training.
• Other duties as assigned.

                      

QUALIFICATIONS:

• Bachelor's degree required
• Fluent in American Sign Language preferred
• Knowledge of training/teaching methods suitable for Deaf participants
• At least 3 years of formal training or teaching experience
• Work experience in a high-performing customer service or sales organization
• Excellent communication skills and English reading and writing skills.
• Advanced use of MS Word and MS PowerPoint, Proficiency at MS Excel
• Knowledge of customer satisfaction survey metrics and consult with leadership to improve services
• Highly developed communication and coaching skills, both visual and verbal
• Planning and organizational skills
• Effective time management skills
• Interpersonal sensitivity
• Ability to develop and deliver training material via digital media

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