Responsibilities:

  • Manage a team responsible for onboarding, educating, monitoring, coaching, and maintaining online support tools for Access Staff
  • Ensure that staff is equipped with the requisite skills and knowledge to perform to operational management standards
  • Design training curricula and materials, selecting the most effective training methodology to meet the desired objectives
  • Scalable, ongoing employee training program to meet needs of new contact center
  • Scalable quality assurance program that is part of continuous operations of the contact center
  • Culture of sustainable improvement in quality and learning
  • Easy to navigate, scalable, routinely updated Knowledge Management System
  • Create and Manage the quality assurance methodology, metrics, and feedback process within the department
  • Assist with the updating of SOPs, work instructions, checklists, and various other documents under Quality and Training document control
  • Drive self-service features using knowledge base and help center article

Qualifications:

  • Outstanding facilitation and presentation skills.
  • Demonstrated change management for large-scale initiatives.
  • Demonstrated knowledge of learning and development principles and methodologies
  • The ability to work well under pressure and to meet deadlines
  • Creativity and a passionate interest in mentoring individuals
  • Knowledge base in training methodologies, adult learning theory and evaluation processes, alternate learning formats, media and training