GE Appliances, a Haier company ASI-Quality & Training Operations Director in Rapid City, South Dakota
USA, Rapid City, SD
USA, Memphis, TN
Job Posting Title
ASI-Quality & Training Operations Director
The Quality & Training Operations Director has management responsibility for the quality and training programs for all of Advanced Services Inc (ASI). You will develop and manage a team of experienced trainers and own the strategies to design and deliver training and quality procedures for approximately 900 customer service representatives. This role will help ensure that both leadership and business teams possess the knowledge and tools required to deliver the highest levels of quality and service
What you will Do
Essential Job Duties
Create, implement and manage effective center-wide training for new and existing employees as well as assist with leadership training.
Oversee performance and effectiveness of classroom trainers that are responsible for training up to 100 classes per year of new hires. Coach and develop team members, provide clear direction and feedback for continuous performance improvement.
Measure effectiveness of quality and training through skill evaluations and monitoring of call agents, using applicable programs and tools
Conduct training assessments to determine missed or future needs of call agents. Design and develop curriculum as required.
Partner with cross-site leadership team, as well as headquarters to collect client feedback and stay informed of business needs, as well as industry trends.
Partner with operational VP/Directors to ensure that training and quality programs meet business needs.
Responsible for all Quality initiatives for the contact center.
Teach/develop curriculum for interpersonal topics such as communication skills, team building, problem resolution, internal business processes and project management
Identify and recommend prospective coaches/leaders for development pipeline and placement.
Adhere to safety policies and procedures to ensure a safe work environment for all.
Other duties as assigned by the Center Manager.
What you need to Succeed
4-year degree from accredited college or university required.
Minimum of 7 years management experience in a dynamic, consumer oriented, environment
Minimum of 2 years teaching/training in adult education environment
Positive enthusiastic leader with strong analytical and strategic skills.
History of successfully managing direct reports.
High level of business acumen with significant experience in the development and implementation of quality & training strategies.
High emotional intelligence with demonstrated track record of teamwork, team building and development of talent through coaching.
Able to work well cross functionally, and maintain coordinated efforts successfully with leadership and associates.
Highest level of integrity & an outstanding reputation for business ethics
Strong problem solving skills; able to quickly assess quality & training issues and plan successful strategies to mitigate impact to customer satisfaction
Requires demonstrated leadership and organizational skills, as well as proven ability to simultaneously manage multiple projects.
Exceptional interpersonal skills, ability to manage team of diverse skill sets and backgrounds toward common goal of consumer advocacy.
Requires ability to teach/train in a corporate adult learning environment, in-depth understanding of learning process and ability to coach and counsel quality leaders, trainers and teams.
Excellent written and oral communication skills in addition to proven instructional design skills required.
Demonstrated ability to drive quality, productivity and/or sales across teams, departments and organizations.
Call center operational experience.
Experience in designing and delivering training programs for remote employees.
Office environment with normal lighting and climate controlled temperatures.
Work may require occasional weekend and/or evening work.
Ability to travel approximately 20% of the time.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.