Description
POSITION SUMMARY:
The Quality & Training Manager is responsible for analyzing office environments, programs, and procedures to develop and implement Quality Audit processes and targeted trainings focused on the increased accuracy and performance of the entire Sales Support Organization. The Quality & Training Manager will be required to develop and schedule training and enforce adherence to Company standards and policies across Sales Support and teams within Freedom Forever. In addition to training, the Manager will catalogue, proof, and present a comprehensive Quality Control Workbook that will serve as the basis for Performance Management for the Sales Support Department. The Quality & Training Manager is expected to establish and exemplify a culture of excellence and support the growth and education of all employees while directly supervising and developing the Quality and Training Specialists.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
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Develop procedures and processes designed to increase the adherence of Sales Support to Freedom Forever’s policies
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Manage, report on, and ensure the accuracy of the Sales Support Quality Workbook
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Recommend and implement measures to help ensure high-quality workmanship as new information becomes available
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Remain up to date on all Freedom Quality Policies, actively supporting team member questions or issues pertaining to our Quality Policies; updates and maintains Quality Policies
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Oversee the new-employee Sales Support orientation and training
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Conduct some on-site and remote trainings, taking full responsibility and facilitation of Sales Support procedures
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Ensure the Process and Quality Audits completed drive our Company standards and objectives
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Provide on-site and remote support to our Sales Support team members
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Adherence to training and quality related key performance indicators and metrics, such as test scores, attrition rate, etc.
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Work closely with Program Management to implement department changes
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Manage long term efficiency projects while tracking and reporting to Sales Support Leaders on benchmarks and goals
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This position requires up to 50% of time in-office to facilitate training as needed
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Manage and develop a team of Quality and Training Specialists
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Perform other duties as assigned
QUALIFICATION REQUIREMENTS:
Education & Certifications:
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High School Graduate or GED
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Experience:
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3+ years of experience required
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Knowledge, Skills & Abilities:
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Experience with building and facilitating a training syllabus, including a training schedule, training materials, and training modules
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Meet and maintain employee requirements and/or certification if needed
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Willing to work on-site and in office 100% of the time throughout the year
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Work flexible hours or work odd hours, though rarely needed
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Ability to learn quickly, specifically on new industry and product changes
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Ability to speak publicly and maintain high energy during speaking or training sessions
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Willing to speak directly with customers and homeowners should the need arise
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Excellent organizational/time management skills required
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Advanced proficiency in Word, Excel, PowerPoint, and other computer applications
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Excellent written and verbal communication skills
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Excellent customer service skills
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Ability to work well with others in a collaborative team environment
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Special Skills & Training:
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Management, Training or Quality Assurance in Construction, General Operations, or Call Center related field
PHYSICAL DEMANDS AND ABILITIES
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Ability to sit in front of a computer for many hours a day
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Regularly spend long hours sitting and using office equipment and computers
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Regularly spend long hours answering phone calls and emails
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Regularly move from sitting to standing positions effortlessly
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Regularly spend long hours in intense concentration reviewing and entering information into a
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computer
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Regularly use hands and fingers to handle, control or feel objects
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Regularly see details of objects that are less than a few feet away
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Regularly speak clearly so listeners can understand
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Regularly understand the speech of another person
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Frequently work on projects that require deadlines
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Frequently bend to file and maintain files
High PriorityFreedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.