Job Description

Call Center Quality and Training Lead – Elizabeth, NJ
 
We are seeking a Call Center Quality and Training Lead to have the critical role of continuously improving the customer-facing functions at Megabus.  The Quality and Training Lead will be directly responsible for supporting our call center agents to grow and scale from a knowledge standpoint. They will identify areas of opportunity, develop solution plans, coach team members and ensure key metrics are achieved.

This position will focus on driving a best in class customer experience through training by promoting continuous learning and championing the quality assurance program. The Quality and Training Lead will review and monitor customer interactions via all communication channels (email, phone, social media) to ensure compliance with policies and standard operating procedures and will create and facilitate new hire training and provide ongoing skill development for all staff.

The ideal candidate is one that thrives in an environment that is fast paced, enjoys tackling high impact business problems, and can identify ways and act quickly to improve key metrics. 

As a Call Center Quality and Training Lead, You Will… 

• Implement comprehensive professional development plans and training programs.
• Drive the overall customer service and customer satisfaction through training and quality assurance.
• Provide honest and transparent quality assurance coaching to global teams.
• Provide direction for new “best in practice” training and professional development initiatives.
• Promote an inclusive learning environment, while enhancing positive employee engagement.

• 3+ years of leadership experience in combination with 3+ years of training or teaching experience, preferably in the customer service industry.
• Post-secondary education preferred.
• Excellent verbal & written communication skills.
• Strong emotional intelligence.
• Leadership problem-solving and analytical skills.
• Exceptional organizational and time management skills with the ability to multitask and prioritize.
• Understanding of adult learning principles and training methodologies (ILT, eLearning, etc.).
• Strong knowledge of Word, Excel & Powerpoint.
• E-learning or other digital training methods experience a plus.
• The ability to work flexible hours as well as engage in some light travel (less than 25%).

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