Start ASAP! Quality Manager | ANE

The Quality Manager will manage quality staff for contact center programs. Responsible for staff performance, driving training and quality process improvement in partnership with program leadership and clients. This position will lead the evaluation, design, and delivery of training and quality initiatives. Oversee new hire, continuing education, and program specific training on assigned accounts. Develop and implement standards for quality monitoring of agents/representatives. Ensure that quality processes provide Operations with guidance to correct problems. Determine appropriate staffing levels and leads hiring, training/development, and evaluation of own staff's performance.

Essential Functions/Core Responsibilities

• Maintains appropriate staffing levels according to program requirements
• Contributes to the assessment, analysis, planning, design and delivery of training and quality solutions
• Acts as a primary point of contact ...