SI Group is hiring a
Manager of Customer Service Training and Quality Assurance

Summary

Join our team as the Manager of Training and Quality Customer Service, where you will play a crucial role in ensuring exceptional customer service by overseeing training and quality assurance processes. You will design and implement training programs, monitor customer interactions, and drive continuous improvement in service quality assurance.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience
• Ability to adapt to changing needs and priorities in a fast-paced environment
• 3+ years experience building and managing training programs
• Knowledge of customer service software, CRM systems, Learning Management Systems (LMS), and related technologies (Salesforce a plus)
• Strong communication and presentation skills
• Excellent interpersonal and coaching abilities
• Strong organizational and project management skills (certification a plus)

Responsibilities

• Design, develop, and update training materials, manuals, and resources that align with the organization's customer service standards and objectives
• Create and maintain training schedules and curriculum
• Tailor training content and materials to meet the unique requirements of different operations teams (revenue operations, renewals, and support)
• Continuously update training materials to reflect changes in customer service processes, products, or technologies
• Conduct engaging and informative training sessions for new hires and existing employees
• Evaluate existing quality assurance program and iterate on the program to improve Customer Satisfaction and Net Promoter Score
• Overhaul existing quality assurance reporting, tooling, and analytics
• Monitor the performance of customer service representatives to identify trends and areas where additional training or coaching is needed

Benefits

• Generous stock option packages
• Competitive compensation