Quality Assurance and Training Manager

1 day ago

Houston, Texas, United States Eco-Life Employment Group Full time
Job Title: Quality Assurance and Training Manager

The Quality Assurance and Training Manager plays a crucial role in ensuring the highest standards of customer service and training within the organization. This position is responsible for overseeing the direction and operations of the Quality Assurance and Training section, as well as supporting the instructional development of staff within the related Customer Service sections.

Key Responsibilities:
  • Identify, design, and coordinate internal and external learning and development solutions focused on amplifying customer service skill sets.
  • Establish program deployment strategies and facilitate associated current "New Hire Training" courses.
  • Oversee the creation, review, and confirmation of the section's processes to ensure they are effective and efficient, while maintaining customer service quality levels that consistently meet established agency standards.
  • Manage the day-to-day activities for all operations of the Quality Assurance and Training Section.
  • Develop and implement new/revised curriculum for training and systematic training per the needs of other Customer Service Sections.
Requirements:
  • Strong management and supervisory skills.
  • Strong customer service skills with an expertise on de-escalations and negotiations.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills.
  • Maintains knowledge of new methods for teaching and training adult learners.
  • Knowledge of Microsoft Office.
  • Ability to work in a team environment and be open to change.
  • Ability to maintain confidentiality.
  • Knowledge of the State statute and requirements for toll violation and collection processes.
  • Ability to recognize problems, set goals and convert plans into action.
  • Ability to effectively review and supervise section activities.
  • Ability to have a proactive approach and prioritize task using effective time management skills.
Physical Demands:

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Education and Experience:

High school diploma or G.E.D. equivalent from an accredited institution required. Minimum five (5) years of supervisory or managerial experience in a customer service/relations environment role with increasing responsibility to include experience of toll road authority operations, including tag and violation operations, and handling escalated accounts.

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