Training and Quality Manager

WSP is recruiting for a Training and Quality Manager for our office in Aurora, CO.  The Training & Quality Manager is responsible for managing functions associated with supporting the front-line operations in the Service Center, primarily Quality Assurance and Training. Other Support functions could be rolled into department in future. Duties include identifying areas of opportunity, developing solution plans, coaching team members (QA Associates & Trainers) and ensuring key metrics are achieved.  This position is full-time and will require some evening and weekend schedules throughout the year to support the team.  Requires flexibility in working from home as well as in the Service Center. Job requires knowledge of MS Office, Windows, MS Excel, proficient typing skills, excellent written and verbal communication skills as well as knowledge of front and back-office contact center functions. Six Sigma and curriculum development experience is helpful. The Training & Quality Manager may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company.  

WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

• Supervisory Responsibilities: Supervise staff of Training & Quality team; occasionally step in to manage supervisors in other departments.  Ensure hours of coverage, pay, and development is effective, accurate, and timely. 

• Plan the work and manage the department in order to assist operations and meet the goals of the Key Performance Indicators (KPIs) of the Service Center and TMC/RA

• Integrate Knowledge Management System with New Hire Training curriculum.  Maintain updates.

• Initiate new, improved Quality evaluation methods and tools.

• Perform training and QA duties when coverage and additional resources are needed

• Report monthly on Training & Quality accomplishments and performance impacts  

• Identify and assess current and future training needs through performance analysis and consultation with line managers

• Observe and coach Trainers and QA team members

• Monitor and evaluate training program’s effectiveness, success, and ROI periodically (and report)

• Responsible for all employment decisions within department and final approval by Director

• Oversee staff development tracking and corrective action tracking and documentation of team

• Annually re-evaluate department standards - as well as corrective action guidelines

• Approve all time sheets weekly 

• Manage all department budgetary requirements

• Perform various projects assigned by Customer Service Director (trending performance, new hire ramp-to-proficiency, trainer effectiveness, etc.)

• Maintain continuous updates to Training programs and procedures, QA program and procedures, Knowledge Base, and Standard Operating Procedures (SOPs) related to IP, Support Center, Contact Center and TMC/RA.

• Coordinate with IT on all UAT needs and schedules; ensure training environment is updated and available for new hire classes

• Coordinate with other department managers on all performance issues 

• Performs various clerical functions to include filing, handling deliveries, etc.

• Perform related duties as assigned by Customer Service Director

• Maintain compliance with all company policies and procedures 

• Ability to adhere to attendance requirements

• Minimum of twelve (12) months experience in a Contact / Service Center preferred

• Minimum of twelve (12) months in supervisor and/or manager role

• Track record in designing and delivering effective training programs – 1 year experience

• Experience measuring quality in a contact center – 1 year

• Experience effectively implementing and managing document control processes (training programs, policies/procedures, knowledge base, etc.)

• Experience managing and training in a remote work environment preferred

• College Degree preferred 

• Knowledge of E-470 operations helpful

• Ability to make sound decisions quickly in a fluid work environment

• Strong interpersonal skills and the ability to communicate with many different levels of employees

• Excellent written and verbal communication skills 

• Requires proven leadership and time management skills, dependability, and initiative

• Ability to pioneer initiatives

• Ability to work well with all employees, client, and customers

• Ability to work independently

• Ability to work under pressure, meet deadlines and be accountable for the performance of others

• Experienced in meeting and exceeding metrics and goals

• Strong ability for problem solving, and effectively analyzing results 

• Lean Six Sigma Experience Desirable

Expected Salary (Colorado only): $73,500 - $92,000