QA/Training Lead Vocalocity, a Vonage company
THIS JOB HAS EXPIRED Position Overview
As a member of the Operations team, the QA/Training Manager is responsible for the design and delivery of a variety of Operations training courses and other learning interventions for Operations employees at the corporate office in Atlanta GA. It requires an individual capable of expanding the current training curriculum and leading all learning efforts for employees in Operations roles across the organization. This position also performs quality control monitoring to evaluate accuracy and effectiveness of customer service/contact center, workflow procedures and documentation. Must work closely with Tier 1 & 2 management in order to ensure compliance to internal and project processes.
The successful candidate must have a Bachelor's degree or university program certificate; at least 5 or more year's related experience and/or training in the development, implementation and maintenance of training programs; or equivalent combination of education and experience.
--Develop and implement training program that supports Vocalocity's business drivers to all levels of Customer Care Department
--Monitor, evaluate and record training activities and program effectiveness
--Develop testing and evaluation procedures with periodic statistical reports to management proving program effectiveness
--Analyze learning needs on an ongoing basis to identify new training opportunities and propose new training programs or enhancements to existing training programs
--Evaluate service standards, new products and services and systems on an ongoing basis; recommend enhancements where necessary, to support systems and process needs
--Cross train existing Contact Center Operation agents, managers, and team leaders on established programs
--Ensure effective deployment of training resources in a fast-paced, high volume, ever-changing environment
--Inform appropriate individual or groups on any training updates
--Learn and adhere to the policies/procedures set forth by the company and ensure that the training curriculum meets standards at all times
Is this position for you?
Do people describe you as --
Do your skills include --
--Ability to work independently as well as in a team environment
--Ability to create an environment that motivates diverse groups of employees
--Effective interpersonal skills and abilities
--Excellent communications - both verbal and written
--Ability to generate creative ideas and viable solutions
--Methodologies for specific Contact Center Training issues
--Ability to facilitate effective, interactive orientation/new hire training and ongoing training sessions for new Operations employees and managers
--Strong business math proficiency
--Ability to document processes and identify areas of improvement
--Ability to plan and carry out responsibilities with minimal direction
Does your experience include --.
--Experience in the full range of technologies and products that comprise the telecommunications market, voice/local/long distance and internet (required)
--Previous Contact Center experience
--Knowledge of Contact Center metrics and performance standards
--Advanced experience in Microsoft Word, Excel, Adobe Reader, and PowerPoint (required)
--Familiarity/Experience with Photoshop and InDesign or equivalent product
Vocalocity is an equal opportunity employer. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran's status, or disabilities.
We look forward to hearing from you.
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THIS JOB HAS EXPIRED
Vocalocity, a Vonage company, is a leading innovator of small business Voice over Internet Protocol communication (VoIP). We are a growing, exciting and dynamic company located in midtown Atlanta, where hard work and achievement are recognized and rewarded.
20 - 50M Raised All Jobs: at Vocalocity, a Vonage company
|Headquarters:||1375 Peachtree Street|
Atlanta, GA 30309
|Company Profile:||Vocalocity is a leading innovator of small business Voice over Internet Protocol communication (VoIP). Through our cloud-based VoIP solution, we continually deliver the best in value, technology, and service to our customers. Our leading-edge technology eliminates the need for costly on-site phone equipment, creating the perfect affordable solution for small and medium-sized businesses.
We are a growing, exciting and dynamic company located in Atlanta, where hard work and achievement are recognized and rewarded.
We offer competitive compensation and benefits as well as the opportunity to work with a bright, motivated group of individuals who share a common goal.
When you step into the Vocalocity office, you'll instantly be greeted by a fun, vibrant, high energy, collaborative, casual culture.
If you're the type of person who thrives in a fast-paced, start-up environment with an all-inclusive, diverse culture, then you've landed in the right place.|
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