Manager, Customer Success, Quality & Training
New
K
KobieContact center
Workplace type: RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred.
- Required Skills
- Artificial IntelligenceQuality AssuranceCustomer Success
Requirements
- Bachelor's degree or equivalent business experience preferred.
- Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or a related field preferred.
- Ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results.
- Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions.
- Experience with learning management systems preferred.
- Experience with knowledge management tools and quality monitoring platforms preferred.
- Experience with reporting tools, artificial intelligence solutions, and process automation preferred.
- Strong organizational and leadership skills, coaching skills, and ability to navigate difficult conversations.
- Customer-first mindset, proactive and solutions-oriented approach, and commitment to continuous improvement.
- Ability to work with a high degree of autonomy and ownership.
Responsibilities
- Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members.
- Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management.
- Develop and enhance onboarding, continuing education, certification, and client-specific training programs.
- Measure training effectiveness and improve programs using performance outcomes, quality trends, and business needs.
- Maintain Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards.
- Analyze quality trends and partner with Operations Leadership on performance opportunities and improvement plans.
- Lead customer escalations, issue research, and operational support; identify and communicate recurring concerns and risks.
- Maintain Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles.
- Develop AI-powered support tools, chatbot content, and self-service solutions, and identify opportunities to automate processes.
- Support client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning.
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