iQor

Location: Santa Rosa, Laguna, Philippines

Posted Date: 04/03/2024

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

Be More at iQor! We are currently seeking a Supervisor Training and Quality who will play a key leadership role to oversee various training and quality team. This position will focus on leadership development and training and exceeding client expectations.

Responsibilities:

• Leads a team of Trainers and Quality analysts, providing them with direction and support
• Coordinate with stakeholders regarding client needs and training and quality expectations
• Demonstrates innovation by creating an environment consistent with iQor’s Core Values, resulting in retention of trainers and agents
• Coaches and develops Trainers and Quality Analysts to meet and exceed established call center goals while ensuring adherence to established business processes and policies
• Sets goals and tracks and analyzes team metrics. Initiates action plans for low performers and low performance
• Support program training ramps
• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.
• Establish quality governance process with clients and operations to ensure effective communication and organization.
• Other duties as required

Skills Requirements:

• 1 year of call center training experience
• Strong communication skills, including written and verbal
• Understanding of performance management
• Demonstrated organizational skills, including the ability to prioritize tasks, manage time effectively, and meet deadlines

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. 

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

iQor.com

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