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…
In compliance with Federal and State equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, non-job related disability or any other protected group status.
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