Senior Manager, Training & Quality

About EverService Holdings, LLC:

EverService Holdings, LLC is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company goes to market with vertically-integrated, industry-leading brands including Alert Communications, Blue Corona, Nexa Receptionists, Mid-State Communications, Client Chat Live, Mainline Telecommunications, and Nexa Healthcare. With over 700 employees, EverService is headquartered in Phoenix, AZ with additional locations in Camarillo, CA, Richmond, VA, Charlotte, NC and Austin, TX.

Summary of Position:

The Senior Manager of Training and Quality is responsible for developing and executing strategies to maximize call center performance through effective training content development, knowledge transfer, and closed loop continuous improvement processes. This role involves setting training strategies, developing training curriculum, evaluating quality assurance trends, and leveraging new technologies to enhance quality and client satisfaction. This role requires strong leadership skills, a deep understanding of call center metrics, and the ability to implement strategies that improve agent and client retention.

Position Responsibilities:

• Create and enhance new hire content as required
• Establish and track new hire performance goals to ensure proficiency
• Conduct and support trainer observations and certifications, including virtual sessions as needed
• Perform gap analyses for each new hire class and adjust training content accordingly. Implement and maintain ongoing training programs
• Evaluate training topics based on organizational impact, call/contact volume, and target groups
• Determine and deploy appropriate training delivery methods, such as newsletters, emails, knowledge base updates, video messages, classroom sessions, or small group huddles
• Set deadlines and report progress
• Develop and administer quizzes or certifications as needed
• Continuously update the knowledge base by adding, removing, and revising content
• Develop Version 2 of the knowledge base to include video messages and training materials
• Plan and implement Version 3 of the knowledge base as a customer-facing tool for self-help
• Report on the effectiveness, usage, and feedback from the field regarding the knowledge base
• Conduct call calibrations to ensure quality standards
• Perform statistical random sampling of calls for trend analysis
• Review outliers and audit the auditors
• Ensure scoring accuracy
• Utilize random call samples by team managers, varying in length, date, and type
• Ensure compliance with the required number of call evaluations per agent per week
• Conduct monthly targeted evaluations for high-risk clients and call types
• Facilitate a closed-loop process between Quality Assurance and Training for continuous improvement, converting QA findings into actionable training measures
• Review client escalations to identify and address actionable items related to people, processes, or systems
• Serve as the point of contact for communicating policy and procedural changes to operations staff

Requirements

• Bachelor’s degree with 3+ years of experience in training and quality management
• Proven experience in analyzing training needs, developing strategies, and evaluating training effectiveness
• Excellent planning and organizational skills with the ability to independently manage multiple projects from initiation to delivery
• Strong communication and interpersonal skills, with a demonstrated ability to collaborate with cross-functional teams and stakeholders
• Deep understanding of adult learning principles
• Proficiency in using learning management systems (LMS) and other training tools
• Data-driven approach to making swift and informed decisions
• Ability to thrive in a fast-paced, dynamic startup environment and adapt to changing priorities
• Proficiency in call center software and technology
• Exceptional communication, leadership, and motivational skills
• Strong analytical and problem-solving abilities with a focus on data-driven decision-making
• Capability to manage multiple priorities in a fast-paced, dynamic environment

Benefits

We’ve got you covered: 

EverService is proud to offer a variety of benefits to support employees and their families, including: 

• Medical/Vision, Dental, Retirement 
• Life Insurance 
• Sick Time 
• Paid Time Away (PTO) 

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.