Manager- Quality & Training
Job Summary
Job Description
As the Training and Quality Manager, you will oversee training programs, ensure quality standards are met, and improve employee performance in the Customer Service Department. You will work with the Sr Manager, Customer Service and internal stakeholders to identify areas of improvement within the current workflows, and drive efficiency across the Customer Service processes. This includes conducting in-depth analysis on end-to-end processes to ensure adherence, as well as coordinating the roll out of new products and process enhancements.
Must have:
- 5+ Years people management experience.
- 3-5 years experience in managing operational training and development.
- Knowledge of best practices for exceptional customer experiences.
- Ability to communicate effectively with customers and stakeholders.
- Ability to analyze data and develop solutions.
- Ability to motivate customer service staff to achieve goals.
- Familiarity with call recording systems and feedback tools.
- Fluency in English language.
Good to have:
- Direct experience in a customer service environment is highly valuable.
- Ability to present ideas to internal stakeholders in various forums.
- Proven ability to drive and implement process efficiencies.
- IT literacy and capacity to learn and work with new systems.
5 skills required
Job Details
When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.
Employment screening assists our clients in determining whether an individual is suitable for a given position. We verify their candidate's professional and academic credentials at source and conduct a variety of database checks. Our clients utilize this information to vouch for the honesty and experience of their candidates, and to help inform their recruitment decisions.
As the Training and Quality Manager, you will be responsible for overseeing training programs, ensuring quality standards are met, and improving employee performance in the Customer Service Department. You’ll work with the Sr Manager, Customer Service and internal stakeholders to identify areas of improvement within the current workflows, and drive efficiency across the Customer Service processes.
You’ll achieve this by conducting in-depth analysis on end-to-end processes to ensure adherence, as well as coordinating the roll out of new products and process enhancements
Accountability:
- Ensuring effective and efficient processes are in place to drive high quality standards and service excellence.
- Driving collaborative relationships with internal stakeholders at all levels supporting operational strategic delivery.
- Creating a motivated and engaged team through provision of clear direction and effective leadership.
- Promoting an adaptable and resilient team through championing change initiatives and driving continuous improvement.
- Promoting company culture and brand behaviors, ensuring a great employee, client, and candidate experience.
- Ensuring compliance with the company’s Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures always.
Responsibilities:
- Maintain and improve training programs utilizing various learning methods, aligning with business goals and strategic initiatives.
- Maintain and improve quality assurance programs, including setting standards for service delivery, creating evaluation tools, and conducting audits to assess performance.
- Analyzing customer surveys to identify areas for improvement and track progress.
- Effective day-to-day management of the Training and Quality team, including work allocation, resource planning, and team productivity.
- Provide timely and constructive feedback to the Training and Quality team, ensuring all probation reviews, check-ins and performance reviews are completed within agreed timescales and documented.
- Providing ongoing support and guidance to the Customer Service team to ensure they meet quality standards and deliver exceptional service.
- Assessing agent interactions and identifying areas for improvement, providing constructive feedback, and developing action plans.
- Working with Sales, Account Management, Operations, and Product teams to ensure a cohesive customer experience.
- Investigating and addressing customer complaints, resolving escalations, and implementing corrective actions.
- Monitoring metrics related to customer satisfaction, agent performance, and other relevant areas to identify trends and areas for improvement.
Key Skills & Qualifications:
- 5+ Years’ people management experience.
- 3-5 years’ experience in managing operational training and development.
- Graduate/Post Graduate
- Knowledge of best practices for delivering exceptional customer experiences.
- Ability to effectively communicate with customers, agents, and other stakeholders.
- Ability to identify and resolve quality issues, analyze data, and develop solutions.
- Ability to motivate and guide customer service staff to achieve quality goals.
- Familiarity with call recording systems, feedback tools, and other relevant technologies.
- Direct experience in a customer service environment is highly valuable.
- Ability to analyze data effectively to provide meaningful input and actions.
- Ability to present ideas to internal stakeholders in various forums.
- Proven ability to drive and implement process efficiencies.
- IT literacy and capacity to learn and work with new systems.
- Fluency in English language.
The Accurate Way:
We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.
Take ownership.
Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
Be open.
Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
Stay curious.
Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
Work as one.
Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.
About Accurate Background:
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.
Special Notice:
Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact humanresources@accurate.com.
- Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.
- Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in-person format.
- Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.
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