MAJOR DUTIES: The Quality Development Manager is responsible for developing and implementing quality assurance standards and evaluations for all Cokesbury Operations staff in order to ensure the optimal customer experience as well as positive development of staff. The incumbent accomplishes this by using call evaluation tools, coaching, and coaching recommendations. The incumbent scores evaluations for Customer Care Representatives, Community Resource Consultants, and Customer Experience and Custom Services staff. The incumbent coordinates coaching among Cokesbury Operations leadership and performs coaching directly. Develops, designs, and implements quality assurance standards and evaluation processes that support a positive customer experience and positive staff development. Monitors, manages, and assesses quality assurance results by collecting and analyzing data in order to pinpoint issues and trends and recommend process changes. Provides information to supervisors in order to assist with the performance feedback process. Performs coaching sessions and coordinates coaching efforts of Cokesbury Operations leadership for Customer Care Representatives, Community Resource Consultants, and Customer Experience and Custom Services staff, by providing information to leadership in order to assist with the performance feedback and coaching process. Scores and calibrates quality assurance evaluations in order to ensure consistent scoring and positive personal development messages to Cokesbury Operations staff. Manages performance of the Quality Assurance Technical Analyst by setting goals, supervising activities, evaluating work, and coaching for improvement. Completes special projects and team assignments as directed by the Senior Manager, Staff Performance, and as needed by the Cokesbury Operations leadership team. REQUIREMENTS: A Bachelors degree OR at least three (3) years of experience in a customer service/sales environment with increasing job responsibility. Two (2) years of experience in a supervisory or leadership role, two (2) years of experience in a Quality Assurance role, and/or experience in a sales environment with annual sales in excess of $75 million is preferred. Excellent interpersonal and verbal and written communication skills, including strong presentation skills. Excellent customer service skills. Excellent conflict resolution, leadership, and supervisory skills. Excellent organizational, time management, and problem-solving skills. Excellent knowledge of sales environment and quality assurance processes. Excellent personal computer skills, including proficiency with word processing, spreadsheet and presentation software (MS Office preferred). Working knowledge of The United Methodist Church , its programs, and resources needs is strongly preferred. Familiarity with UMPH systems/software (Ecometry, Salesforce, Verint) is preferred. ADDITIONAL INFORMATION: Candidates are strongly encouraged to submit a link to or file attachments consisting of a portfolio of relevant work samples with their application. APPLICATION PROCESS: Please go to our online application website in order to create an account and complete the online application form for this position: ch.tbe.taleo.net/CH09/ats/careers/jobSearch.jsp?org=UNITMETH&cws=1 The United Methodist Publishing House (Abingdon Press, Cokesbury) is a publisher, wholesaler, retailer, and distributor of ecumenical Christian resources for the church and for the broader community of faith. umph.org
Posted on: Thu, 27 Mar 2014 22:20:20 +0000
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