**Quality and Training Manager** **Job Details** **Job Location** Chicago, IL **Remote Type** Hybrid **Position Type** Full Time **Education Level** 2 Year Degree **Salary Range** $55,000.00 - $60,000.00 Salary/year **Travel Percentage** None **Job Shift** Day **Job Category** Training **Job Description** **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 site’s 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. **KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:** **Quality Assurance Activities** + Monitors performance of Contact Center Agents. + Select calls for performance evaluation in a random fashion to provide a valid sampling of overall performance levels. + Trends Q&A information for process/performance improvement. + Communicates trend information to management and training team. + Participate in call calibration sessions. **Training Activities** + Create tailored training plans for various contact centers and/or for specific job positions. + Implementing various training methods to enhance employees’ skills and performance. + Train on portions or entire sections of training material in person and/or remote. + Organizing classroom-style seminars both virtually and in person. + Conduct role-playing activities to develop interpersonal skills. + Evaluate employee performance to gauge where skills are lacking. + Develops and implements individualized training plans for agents with quality or performance opportunities. + Prepares training materials. + Assists with scoring tests and tracking results. + Provide verbal and written feedback daily on trainee progress in class and evaluate how well they are performing. + Assist and initiate retraining for tenure customer service representatives, report progress to management staff. **QUALIFICATIONS:** + Associate or bachelor’s 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. **Employee Benefits** **_BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:_** + 10 days paid vacation + 12 paid holidays + 6 sick days accrued over the year + Insurance Eligibility the 1st of the month after 30 days of employment + Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered + Short/long term disability + Life insurance 2x salary + Employee recognition events + Company matched 401(k) plan + Reasonably priced delicious food options on site (except at Glenview location) **The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.**