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Manager I, Training & Quality

Req #: CNX00052374
Location: Warren, MI US
Job Category: General
Position Summary:
Job Summary: The Quality and Training Manager is responsible to manage and facilitate the performance and deliverables of the Training and Quality team to ensure effective and efficient operational delivery and client satisfaction. 
• Manage the team to achieve Training and Quality productivity goals and contractual requirements
• Facilitate and/or participate in client meetings and internal and client calibration sessions as required
• Manage the training calendar to meet business and client needs
• Provide effective personnel coaching and development to achieve and improve performance
• Facilitate and maintain internal and client reporting cadence for training and quality functions
• Drive and facilitate performance analysis, identify trends and make recommendations to drive ongoing performance improvements
• Responsible to ensure closed loop feedback process between Training and Quality teams
• Support management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals
• Support transition and implementation of new projects, as required
• Perform team inspections as required to ensure we remain within compliance with requirements
Desired Skills:
• College degree preferred. Educational requirement may be substituted with equivalent industry-related business experience. 
• Minimum 2-3 year management experience with 1 -2 years being in call center management
• Working knowledge of applicable customer contact systems, monitoring systems and reporting software / applications
• Analytical and process improvement skills
• Effective feedback and coaching skills
• Excellent oral and written communications
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