Quality Assurance and Training Manager

locationMarietta - Georgia (GA), 30067

atGigaMonster Networks LLC

Estimated salary $78,000 a year

Job Description:

The Quality Assurance and Training Manager maintains high quality-training requirements in compliance with GigaMonster company policies and other regulations regarding telecommunications. This role also designs training programs of new and existing employees including implementation and evaluation. Additionally, the job also involves working proactively within the company and interacting with a wide range of employees to conduct training programs and to support product launches and program enhancements.

Your Responsibilities will require you to:

  • Monitors quality of calls and emails for Customer Care and Partner Support
  • Trains, coaches and evaluates performance of team members as it relates to inbound and outbound communications
  • Establishes and maintains standards of production and quality
  • Conduct quality coaching with team members in individual, small group and/or whole team sessions
  • Facilitates and manage all new hire training initiatives
  • Provide feedback to supervisors and managers regarding service quality initiatives, adherence to procedures and develop training tools
  • Identify best practices and advise on quality and productivity improvements
  • Communicates key performance metrics, recommended solutions, and influences action plans designed to drive customer service expectations
  • Prepares surveys, call monitoring scorecards and
  • Address areas of concern with clients maintaining focus on established procedures and training program outlines
  • Responsible for maintaining up-to-date training records and ensuring training programs are updated as necessary
  • Facilitate performance enhancement processes at all levels
  • Communicates effectively using both professional verbal and electronic company standards


  • Public Speaking and proven work ethic from former employments
  • 5+ years in a call center or sales environment, including quality assurance responsibilities or the equivalent
  • 5+ years of training experience (or experience in leadership)
  • Ability to respond quickly and accurately to questions from staff, management and customers
  • Ability to perform research and analysis using critical thinking skills
  • Ability to provide clear, concise information in written and verbal form relating to performance, procedures and policy updates
  • Knowledge of quality assurance standard practices and desire to learn GigaMonster standard business practices
  • PC and Microsoft Office experience and proficient in facilitation skills using projectors and whiteboards
  • Demonstrated math and organizational skills
  • Time management and the ability to prioritize

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