Contact Center Training & Quality Control Team Lead

Directly leads and supervises a team of Contact Center specialized support team members as listed above, working in conjunction with directives as established by the Contact Center Training & Quality Control Administrator and Contact Center Director. This position is responsible for the direct oversight of the ‘Specialists’ teams that resolve escalated customer issues, train new and existing employees, and who perform quality control functions on all Contact Center channels. Oversight and monitoring of each specialized team include but is not limited to accuracy of response and or documentation, timely and accurate completion of training and tasks to meet and or exceed set...