Manager, Quality and Training

are also responsible for coordinating activities and reporting out to the business regarding updates, progress on strategic initiatives, and operational insights. The Manager, Quality & Training will lead with passion, dedication, and integrity.

Where you'll work

This is a hybrid role, with the expectation of working in office Tues, Wed, Thu in Irving, Texas.

What you'll be doing

• Leads and develops a team of Quality Assurance Specialists and Training Specialists to

• meet quality, training, business and personal goals, and to manage team performance

• Effectively collects and recommends attainable quality assurance and training needs

• from all departments and coordinates the team's execution to those plans with

• autonomy

• Creates and implements quality and training strategies as part of the leadership team

• Participates in and provides operational quality calibrations

• Reviews quality data to identify trends and partners with business leaders to improve

• quality and training

• Compiles data and trending results and presents quality assurance metrics results to

• leadership while proactively driving change in order to meet corporate goals and KPIs

• Serves as a partner and subject matter expert in a highly cross-functional capacity

• Weighs business priorities effectively and adapts team resources as necessary

• Partners with operations leadership both internally and with ShiftKey's BPO partners to

• define and drive strategic initiatives

• Regularly and effectively communicates cross-functionally with autonomy, ensuring the

• training needs of support teams are well-defined and successfully achieved

• Drives improvements to the team's ability to work effectively

• Utilizes ShiftKey's state-of-the-art artificial intelligence software to create quality and

• VOC insights

• Supports various initiatives and other tasks as needed

What you'll need

• Bachelor's degree in a related field

• 3+ years of leadership experience in a manager or team lead capacity

• 3+ years of experience with quality assurance or training activities

• Excellent public speaking and presentation skills

• Familiar with adult learning design and learning management systems

• Experience using Salesforce Service Cloud

• Experience with Quality Monitoring (QM) software such as Tethr/Creovai, Qfinity, Avaya,

• NICE, or Verint AND/OR experience with instructional design tools such as Articulate 360,

• Gomo, or other related systems

• Excellent time management skills

• Approach leadership with compassion and charisma

• High attention to detail

• An analytical approach to problem-solving

Perks of working for Shiftkey

• Inclusive and collaborative work environment

• Comprehensive health, vision, and dental coverage

• Benefits effective as of first day

• Progressive PTO & Company-paid holidays with a broad selection of floating holidays to honor employees' diverse needs

• Potential 401(k) employer match up to 6%

• Paid parental leave

• Investment in your wellness: access to mental health support

#LI-Hybrid #LI-JM1

Our Commitment to Diversity

ShiftKey is an equal opportunity employer and is committed to embracing diverse and individual perspectives shaping our culture and contributing to the solutions that transform the world. We actively work to create an inclusive environment for employees to thrive.

EEO Statement

ShiftKey does not discriminate based on race, religion, color, sex, gender, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by applicable law. All employment is decided based on qualifications, merit, and business needs. ShiftKey is committed to providing reasonable accommodation to applicants with a mental or physical disability, please contact: [email protected]