Manager - Call Center Training and Quality
Alliance Corporate - Canton, OH

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Minimum Requirements:
-Business or non-specialized bachelor’s degree or equivalent work experience.

-7-8 years training, quality and personnel management experience. Comprehensive industry knowledge and ability to gather, access and leverage data is essential. Ability to shift priorities as business demands change. Proven ability to manage several projects and tasks at one time. Excellent written and verbal communication skills.

State: O

hio City: Canton Description: This role is focused on customer satisfaction and partners with internal leaders and customers to ensure the highest standards and quality are achieved through training and audit practices. Responsible for internal and external training design and implementation as well as program evaluation and validation. Partners with leadership team to develop training strategies and initiatives. Responsible for development and maintenance of quality and policy programs. Oversees random and focused audits. Trends and tracks quality issues and provides recommendations to leadership team to improve overall quality. Develops and maintains policies and procedures. In coordination with leadership team, modify based on new products, services, systems or business changes. Develops and oversees customer satisfaction surveys and presents actionable information to leadership team.

Specific duties include, but are not limited to:
1. Responsible for internal and external training design and implementation as well as program evaluation and validation. Partners with leadership team to develop training strategies and initiatives to ensure alignment with business strategy.
2. Responsible for development and maintenance of quality and policy programs. Oversees random and focused audits. Leverages data to trends and track quality issues and provides recommendations to leadership team to refine programs and improve overall quality.
3. Develops and maintains policies and procedures. In coordination with leadership team, modifies content based on new products, services, other business changes and market trends.
4. Supervises the Training and Quality team including oversight of daily operations, performance management, talent acquisition, development and coaching. Promotes teamwork to ensure a professional, service-oriented work environment. Maintains effective communications with team.
5. Develops and oversees customer satisfaction surveys and presents actionable information to leadership team.
6. Handle other duties as assigned.

Alliance Imaging - 16 months ago - save job - block
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