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Equal Opportunity Employer M / F / D / V
Reports To : Vice President
Travel : Up to 75% of the time
Job Type : Full-time, in-office, 1510 SE 17th St 4th floor, Fort Lauderdale, Florida 33316
Benefits : 401k, PTO, and benefits (health, vision, dental, short / long term disability, and more) eligibility within 1 month of start date
POSITION OBJECTIVE
As the Training and Quality Director, you will play a crucial role in shaping the future of our Center of Excellence by driving best in class training and quality assurance results.
You will mentor and develop the Training and QA teams, fostering a culture of continuous improvement and growth.
This role involves creating and maintaining quality assurance processes to monitor and enhance the performance of contact center agents.
The Director will collaborate with various departments to identify training needs and implement continuous improvement strategies.
CRITICAL SUCCESS BEHAVIORS
- Understands the contact center environment and the key levers to enhance performance and achieve client and organizational targets
- Ability to develop and implement comprehensive training and quality assurance strategies that align with company goals and objectives
- Proven track record of developing and implementing successful training and quality assurance programs
- Proficient in managing projects from initiation to completion successfully
- Ability to assess performance metrics and analytics to identify trends, gaps, and opportunities for improvement
- Communicates clearly and effectively, both written and orally
- Excellent analytical, problem-solving, and decision-making skills
QUALIFICATIONS
The ideal candidate must possess :
- 5+ years of Business Process Outsourcing experience
- Strong Microsoft Office product proficiency (PowerPoint, Excel, etc.)
- Experience presenting ideas and facilitating dialogue with senior executives to support business decisions
- Strong analytical and communication skills
- Capacity to manage numerous projects simultaneously
The ideal candidate would typically have :
- Experience and / or qualified in Lean / Six Sigma or other process improvement methodologies
- Knowledge of the cruise line industry
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