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Senior Manager of Support Training
Job Summary
A company is looking for a Senior Manager, Support Training, Quality & Continuous Improvement.
Key Responsibilities
- Develop and deliver engaging support training programs for agents
- Lead quality assurance initiatives and analyze customer interactions for performance improvements
- Collaborate cross-functionally to support timely resolution of customer escalations
Required Qualifications
- 8+ years of experience in customer support-oriented Training and/or Quality Assurance in the contact center industry
- 2+ years of people management experience
- Demonstrated project management experience and ability to work autonomously
- Strong analytical skills with experience in performance storytelling
- Commitment to upholding policy and procedures per company standards
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COMPLETE JOB DESCRIPTION
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Company Overview
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