Major Duties
Classification: Exempt / Non-Bargaining
Position may be located remote.
Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.
Responsible for overseeing the development, implementation and management of quality assurance and training programs in a call center environment serving inbound calls (sales and customer service), chat and email support. Ensure that operational procedures and service standards are met and that employees receive the necessary training to perform their duties effectively.
Responsibilities
- Supervise the activities of assigned personnel. Assign and check work, offer regular feedback, conduct formal performance reviews, and provide necessary training. Participate in hiring decisions.
- Assists in design of overall quality assurance and training team structure
- Develop, implement and manage quality assurance policies and procedures.
- Conduct audits to ensure compliance with internal standards and customer expectations.
- Analyze quality data and generate reports to identify areas of improvement.
- Investigate quality issues and work with teams to resolve non-conformance.
- Produce detailed QA reports with actionable insights, presenting findings to stakeholders to drive operational improvements.
- Conduct root cause analysis on recurring quality issues and recommend corrective actions to prevent future occurrences.
- Lead continuous improvement initiatives aimed at enhancing service quality.
- Conduct training needs assessments and ensure curriculum is developed to address knowledge or skill needs.
- Design new hire and ongoing training curriculum to support call center functions including, but not limited to: system, process, policies, product/service, and customer interaction skills.
- Conduct technical training needs assessments by collecting information pertaining to work procedures, workflow, and reports; understanding job-specific functions and tasks
- Ensure training methodologies include blended, eLearning, in person, and virtual solutions as required and develop strategies to engage employees in a hybrid work environment
- Support administration of SharePoint based knowledge management tool used by representatives for process and procedure reference.
- Monitor the effectiveness of training programs.
- All other duties as assigned
Qualifications
- Bachelor's Degree in business, quality control, adult learning, training.
- 5 to 7 years of applicable quality assurance and training management, 3 years of supervisory/managerial skills
- Prior experience in developing and implementing training and development plans in a variety of methodologies
- Experience with fiber internet and telecom environments is a plus
- Proficiency in using quality and analytics software and tools (e.g., Call Miner, Genesys, etc.)
- Experience using variety of training and curriculum design tools
- High energy, self-motivated, flexible, creative, and adaptable to working in a rapidly changing environment
- Experience with Six Sigma or other quality improvement methodologies
- Excellent communications skills
- Strong reporting skills
- Ability to travel up to 20% based on business need
Physical Requirements:
Physical demands are minimal and generally consistent with the performance of routine office duties. Majority of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Lifting, generally less than 20 pounds occasionally required for transporting boxes, materials and office supplies. Must be able to communicate effectively to perform job tasks.
Benefits Offered
We are proud to offer a comprehensive and competitive benefits package:
- 401(k) matching
- Medical, Rx, Dental and Vision insurance
- Disability insurance
- Flexible spending account
- Health savings account
- Life insurance
- Tuition reimbursement
- Paid vacation and personal days
- Paid holidays
- Employee Assistance Program
- Annual bonus program to eligible employee's based upon organization performance
Salary
Pay range (commensurate with skills and experience): $67,632 – $102,511
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
