Senior Manager, Quality & Training

Work at Purchasing Power

Position:  Senior Manager, Quality & Training

Location:  Atlanta/Hybrid work model

Who Are We:  Purchasing Power (corp.purchasingpower.com)

We are an Atlanta-based voluntary benefit company offering an industry-leading employee purchase program for brand-name consumer products, online education services and vacation packages through convenient payroll deduction, helping employees achieve financial flexibility.

The Opportunity:  The Senior Manager, Quality & Training will partner with cross-functional teams, internal and external partners, and other stakeholders in driving an improved customer experience with customer care representatives (internal to PPC or outsourced) and customer care contact channels (IVR, live chat, or live person).

• Create, develop, and implement training & quality programs to promote initiatives, agent effectiveness, and customer satisfaction improvements
• Lead the optimization of processes and guidelines to achieve quality and customer satisfaction goals
• Maintain training documentation and agent FAQs/communications to ensure relevance and timeliness of documentation
• Analyze customer satisfaction and dissatisfaction data (CSAT and NPS surveys) and recommend solutions to address root cause
• Directly manage 1-2 Specialists responsible for quality of communication and knowledgebase
• Proactively communicate with other team members to encourage process and training improvements 
• Calibrate agent quality scores and provides constructive feedback on areas of improvement
• Evaluate coaching effectiveness and make recommendations to achieve quality goals
• Measure and report team’s performance on a weekly and monthly basis and maintain accurate data for performance documentation
• Ensure appropriate training and development plan is in place to address future agent quality/servicing improvements
• Support business and brand initiatives as it relates to customers and our contact center
• Maintain excellent working knowledge of company policies and procedures

• Bachelor’s degree or 8 years of relevant experience may be considered in lieu of a degree
• 3-5 years of experience developing and implementing call center training and agent quality programs
• 3-5 years of call center BPO vendor management experience
• 3-5 years of supervisory experience 
• Experience using Microsoft Office (Word, Excel, Powerpoint)
• Ability to develop and manage quality & training guidelines
• Have attention to detail to manage and execute the third-party relationship and agreement
• Ability to design strong curriculum that drives agent effectiveness and customer satisfaction
• Can work independently and take initiative to optimize all aspects of the Training & Quality experience
• Have experience working cross-functionally and collaborating with various departments and stakeholders.
• Excellent interpersonal skills including influencing and relationship-building across functions
• Strong written and verbal communications skills
• Strong analytics skills (experience with Tableau preferred)

• Hybrid work model (Onsite/Offsite) and Summer Hours
• Comprehensive benefits: medical, dental, vision, company paid Basic Life/AD&D
• 401k Retirement Plan
• Flexible PTO
• Career Development
• Employee Purchase Program

• We act with intensity, urgency and a passion for supporting our customers and growing our business.  We strive for excellence.
• We hold ourselves accountable and expect it of each other.  We attack problems with a positive “can do” attitude.  We do what we say we’ll do.
• We deliver as one team, working together with integrity, respect, trust, transparency, and fun.  We are better because we work here.
• We believe our unique diversity and authenticity makes us a better company, allows us to be our best selves and is a competitive advantage.
• We exhibit innate curiosity and creativity to innovate and reimagine how things can be done.  We ask, is there a better way?

Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.