Manager- Quality & Training

As the Training and Quality Manager at Accurate Background, you will play a crucial role in overseeing training programs, ensuring quality standards are met, and enhancing employee performance within the Customer Service Department. You will collaborate with the Senior Manager, Customer Service and internal stakeholders to identify areas for improvement in existing workflows and drive efficiency across Customer Service processes. Your responsibilities will include conducting in-depth analyses of end-to-end processes, coordinating the rollout of new products, and implementing process enhancements. **Key Responsibilities:** - Maintain and enhance training programs using various learning methods aligned with business goals. - Develop and maintain quality assurance programs, including setting service delivery standards, creating evaluation tools, and conducting audits. - Analyze customer surveys to identify improvement areas and track progress. - Manage the Training and Quality team's day-to-day operations, including work allocation, resource planning, and productivity. - Provide constructive feedback to the team and ensure timely completion of reviews and check-ins. - Support the Customer Service team to meet quality standards and deliver exceptional service. - Assess agent interactions, provide feedback, and develop action plans for improvement. - Collaborate with various teams to ensure a cohesive customer experience. - Address customer complaints, escalations, and implement corrective actions. - Monitor metrics related to customer satisfaction, agent performance, and identify improvement areas. **Qualifications:** - 5+ years of people management experience. - 3-5 years of experience in operational training and development. - Graduate/Post Graduate degree. - Knowledge of best practices for delivering exceptional customer experiences. - Strong communication skills with customers, agents, and stakeholders. - Ability to identify and resolve quality issues, analyze data, and motivate staff. - Familiarity with call recording systems, feedback tools, and relevant technologies. - Previous experience in a customer service environment is advantageous. - Proficiency in analyzing data and presenting ideas to stakeholders. - Ability to drive process efficiencies and adapt to new systems. - Fluent in English language. Accurate Background offers a dynamic and fast-paced work environment with ample opportunities for growth. The company values diversity and inclusion, ensuring a sense of belonging for all employees. The core values of "Take Ownership, Be Open, Stay Curious, Work as One" guide the company's principles and behaviors. Accurate Background is committed to providing employment background screening and workforce monitoring services to help companies make informed hiring decisions efficiently. The company offers comprehensive technology, dedicated support, and extensive coverage to advance businesses while maintaining safety and trust. If you suspect fraudulent job postings or individuals misrepresenting themselves as Accurate employees, please contact humanresources@accurate.com. Legitimate correspondence from Accurate employees will always come from "@accurate.com" email accounts. Accurate does not conduct interviews via text or email and will never request candidates to make personal financial investments for employment opportunities.,