Retention Specialist Manager
QuinceSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Professional Education, Customer ServiceIndustries
Requirements
Candidates should possess a Bachelor’s degree in Business, Communications, Human Resources, or a related field, or equivalent job experience, and have at least 5 years of experience in customer service with 2+ years in a training or quality management role. Solid knowledge of contact center operations, metrics, and technologies is required, along with experience using quality monitoring tools such as Balto and Telephone Systems like Five9.
Responsibilities
The Training and Quality Manager – Customer Service will lead a team of trainers and quality analysts to deliver impactful training programs across all customer service touchpoints, serve as a key business partner to senior leadership, design and deliver onboarding, product, system, and soft skills training for customer service agents, conduct training needs analysis, create engaging training content, maintain training schedules, evaluate training effectiveness, develop and maintain quality monitoring frameworks, provide actionable feedback, track quality metrics, collaborate with leadership to implement corrective action plans, and ensure compliance with customer privacy and brand standards.
Skills
Training Development
Quality Assurance
Customer Service
Employee Development
Performance Analysis
Content Creation
Coaching
Soft Skills Training
E-learning
Role-Playing
Simulations
Colibri Group
Online learning solutions for licensed professionals
About Colibri Group
Colibri Group offers online learning solutions for licensed professionals in fields like real estate, healthcare, and financial services. Using a proprietary Software-as-a-Service (SaaS) platform, it provides pre-licensing courses and continuing education programs that help users maintain their professional credentials. The company stands out with its user-friendly platform and extensive content, boasting over 10,000 hours of material and 640 state and federal approvals annually. Colibri Group's goal is to deliver accessible educational resources that support career advancement for its diverse clientele.
Key Metrics
Frontenac, MissouriHeadquarters
1990Year Founded
GROWTH_EQUITY_VCCompany Stage
Enterprise Software, EducationIndustries
501-1,000Employees