Manager - Training and Quality

Principle Function:

Doctor Diabetic Supply, a medical supply and distribution company based in Miami, FL,  has an exciting opportunity for a talented Training and Quality leader to build and manage a customer-focused training and quality department.  This newly created role will support all of the customer contact groups within this dynamic organization.  The opportunity requires an individual with a strong entrepreneurial spirit who understands the importance of synergy between internal and external customers.

 

 

Supervisory Relationships:Reports to Sr. Director of Operations Direct/Indirect Reports:  1 Training Supervisor, 2-3 Training Specialists; 1 Quality Supervisor, 3-4 Quality Specialists

 

Essential Duties and Responsibilities:

(Includes the following and all other duties that may be required)

 Defines, develops, and implements job specific training programs to company employees to ensure that the necessary skills, knowledge, and information is delivered to support achievement of corporate goals Works with company managers to ensure that proper knowledge of corporate policies and procedures is delivered to all employees Works with company managers and employees to identify and prioritize organizational training needs Works with company managers to develop tools to evaluate the effectiveness of training in meeting corporate goals Delivers live classroom-based training demonstrating mastery of program content and adult learning principles Ongoing training management of the sales and operational curriculums Directly supervise class attendees and coordinates transition from classroom to the operational floor Provides classroom performance feedback, formal classroom progress reports, and deficiency notification to management Ensures quality assurance compliance with all company programs and initiatives Provide individual feedback clarifying call contact behaviors to management team Facilitate call quality calibration sessions with representatives, managers, and senior leadership team Identify prevalent call interaction trends and recommend immediate resolution techniques Create and manage statistical reporting that identifies quality monitoring results by individual, team, and department Document and provide data to identify opportunities for continuous training of new and existing representatives Create quality recognition programs that establish customer value and motivate the  representatives Grows and maintains high-level knowledge of company and industry incorporating into required supplemental training for organization Conceptualizes, implements, and manages new performance-driving initiatives Ensures compliance with Medicare provisions and company policies and procedures

 

Qualifications:

 Formal Training or Education in Instructional Design, adult learning principles and performance-based training Minimum 3 years in training design and quality assurance experience Previous experience in telemarketing and/or customer service in a call center environment is preferredBachelor?s Degree from four-year college or university, or two or more years of supervisory/managerial experience and/or equivalent combination of education and experience Strong interpersonal relation skills Proficiency with various Microsoft Office software such as Word, Excel, PowerPoint, and Access High level of written and oral communication skills, organizational planning, teamwork, analytical reasoning, and adaptability Planning, organization, and execution skills