Job Summary:

Be More at iQor! We are currently seeking a Supervisor Training and Quality who will play a key leadership role to oversee various training and quality team. This position will focus on leadership development and training and exceeding client expectations.

Responsibilities:

• Leads a team of Trainers and Quality analysts, providing them with direction and support

• Coordinate with stakeholders regarding client needs and training and quality expectations

• Demonstrates innovation by creating an environment consistent with iQor’s Core Values, resulting in retention of trainers and agents

• Coaches and develops Trainers and Quality Analysts to meet and exceed established call center goals while ensuring adherence to established business processes and policies

• Sets goals and tracks and analyzes team metrics. Initiates action plans for low performers and low performance

• Support program training ramps

• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.

• Establish quality governance process with clients and operations to ensure effective communication and organization.

• Other duties as required

Skills Requirements:

• 1 year of call center training experience

• Strong communication skills, including written and verbal

• Understanding of performance management

• Demonstrated organizational skills, including the ability to prioritize tasks, manage time effectively, and meet deadlines

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. 

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.