Manager Training/Quality Assurance

Bachelor’s Degree, or equivalent experience
Prior experience leading a training team, managing workforce staffing models, establishing & monitoring quality assurance, and generating business reports
Prior training, Quality assurance, or coaching experience with solid understanding of operations and technologies
Extensive knowledge of all current PVS technologies used by operational teams
Ability to learn new technologies
Comprehensive knowledge of call types, of call handling procedures, and requirements
Excellent communication, presentation, and collaboration skills
Flexibility and the ability to work in a fast-paced work environment
Highly organized, self-motivated, hard worker
Must be able to learn quickly and multitask
Ability to pay close attention to detail is essential
Ability to work as an effective mentor and group leader
Experience in Articulate Storyline and Rise a plus
Experience Calabrio One
Ability to serve as an effective leader, coach, motivator, and mentor
Leadership skills, including the ability to influence others
Ability to prioritize, plan, and deliver positive outcomes
Ability to influence positive change
Highly organized, attentive to detail, self-motivated, and committed to quality work
Certification in Virtual Training
Certification in Design Thinking

Lead Training & Quality Specialists to create and deliver training to operational teams
Establish learning outcomes and assessments to prove proficiency; identify improvements for training tools & resources; develop quality assurance standards & processes
Identify ECE reporting gaps, propose streamlined solutions, and collaborate with PVS teams to centralize business reporting
Partner with Technical Enablement leaders to prepare operational teams for technology improvements operations leaders
Collaborate with operations leaders to identify training or operational effectiveness gaps; offer short & long-term solutions
Use multiple streams of communication to engage participants and operational leaders
Understand the enrollment process, customer journey, and seasonality of the enrollment cycle
Seek feedback from operational leaders on enablement effectiveness and evolve for continued improvement & departmental progress