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Training & Quality Product Manager, Customer Care

Summary:


The Training and Quality Product Manager (TQPM) will be responsible for the development of a robust quality cycle which encompasses both the training and quality programs. The TQPM will lead and direct teams, projects, solution design and other work activities for the training and quality programs within Customer Care. The TQPM will be responsible for mentoring, coaching, and developing staff responsible for day to day responsibility of these Customer Care products. Direct reports include the Customer Care Trainers and the Quality Supervisor. The TQPM will provide back-up support to these positions and the teams reporting through these individuals as needed.


The TQPM will ensure all channels within the contact center are afforded exceptional training, technology, resources and coaching to deliver superior service. This position is accountable for driving meaningful improvement within Navitus' service delivery model across channels and throughout the customer and employee lifecycle. The TQPM has a significant role in employee recruitment, engagement, retention and talent growth. Additionally, the TQPM ensures the development of meaningful action plans that address needs of individuals and teams.


Essential Job Duties:


  • Develop and execute on contact center quality and training vision inclusive of the quality lifecycle (training, evaluation, and coaching)

  • Develop a robust recruitment plan that identifies qualities of the most successful candidate traits and is able to effectively attract and hire candidates possessing these traits.

  • Ensure program components and measures meet or exceed all contractual, regulatory and compliance requirements such as NCQA, CMS, URAC, etc.

  • Maintain a keen understanding of current trends and tools/technology for training and quality of multi-channel contact centers

  • Ensure effective communication occurs across all Customer Care leadership to meet common goals of delivering superior service

  • Ensure collaboration with Workforce Management to effectively align program goals

  • Prepare and present program results, needs, and action plans to improve product/program effectiveness to senior/executive leadership

  • Ensure key performance indicators are effective, are measurable and therefore actionable, and align with overall program goals

  • Direct root cause analysis of performance metrics; trends and any barriers to achieving desired results; remove identified barriers

  • Ensure training is developed, executed on, and maintained to ensure staff gain and retain competency in all responsibilities of the position

  • Ensure competency assessments and needs as well as curriculum are routinely evaluated for effectiveness

  • Interact with other department leaders to garner feedback and stay apprised of client needs

  • Lead complex, multi-function projects as assigned by leaders including discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurements

  • Develop new concepts, technologies, projects or products that meet corporate or client needs

  • Facilitate and promote continuous process improvement

  • Facilitate a culture of trust and respect with a desire to inspire staff to be the best they can be

  • Participate in annual budgets and maintain financial responsibilities

  • Ability to travel to other campuses and/or client sites as needed

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Education:


Bachelor's Degree required


Experience:


Minimum of 10 years in a position responsible for training, and/or quality aspects. Experience with multi-channel environment and the associated quality and training programs desired. Excellent technical skills and understanding of call center technologies Demonstrated ability to achieve desired results, particularly through working with others.



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