Job Description:
Manager, GCCS Training & Quality
Primary Duties & Responsibilities
The Manager of Training & Quality is responsible for the entire training program, development of all new GCCS Agents, and the continuing education process for existing team members. The Manager of Training & Quality will be responsible for ensuring the effectiveness of employee training to ensure that all call center agents are properly equipped with the knowledge and tools that are necessary for their success. The Manager of Training & Quality will also manage and oversee a small group of quality monitors, responsible for ensuring compliance of departmental and company guidelines and providing feedback for training and coaching opportunities, and our two analysts.
Primary Duties & Responsibilities
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