Training and Quality Supervisor

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.

Preferably with Collections experience.