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Manager, Customer Success, Quality, Training
Kobie. Manage, lead, and continuously improve Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Assurance, Training, and Customer Success within Contact Center operations, focusing on continuous improvement, team development, and innovative solutions. Proficient in analyzing performance data and implementing effective training programs to enhance customer experiences and operational efficiency.
Highest-signal resume keywords
Quality Assurance LeadershipTraining Program DevelopmentCustomer Success ManagementData Analysis and ReportingCoaching and Mentoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AssuranceTraining DevelopmentPerformance ManagementData AnalysisProcess AutomationKnowledge ManagementAI SolutionsCustomer Feedback AnalysisQuality MonitoringOperational Support
Soft Skills
Exceptional CommunicationCoaching SkillsProactive Problem-SolvingContinuous Improvement MindsetCustomer-First Mindset
Tools & Technologies
Learning Management SystemsKnowledge Management ToolsQuality Monitoring PlatformsReporting ToolsAI-Powered Support Tools
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Contact Center OperationsWorkforce DevelopmentCustomer SuccessQuality AssuranceTraining Effectiveness
About the role
Key responsibilities & impact- Manage, lead, and continuously improve Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center
- Lead and develop Quality Assurance Analysts, Trainers, and Customer Success Specialists
- Conduct performance evaluations, coaching, development planning, interviewing, hiring recommendations, and performance management
- Establish performance expectations and accountability for individual and team responsibilities
- Ensure frontline agents have the training, resources, tools, and support needed to deliver exceptional customer experiences
- Develop and enhance onboarding, continuing education, certification, and client-specific training programs
- Measure training effectiveness and drive scalability through automation, digital learning, self-service tools, and innovative instructional design
- Own Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards
- Analyze quality trends and partner with Operations Leadership on performance opportunities and improvement plans
- Lead customer escalations, issue research, and operational support activities
- Maintain Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles
- Develop AI-powered support tools, chatbot content, and self-service solutions
- Partner with Account Leaders to keep knowledge content accurate and aligned with client requirements
- Identify automation and efficiency opportunities to improve organizational scalability
- Support client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning
- Foster accountability, innovation, continuous learning, ownership, and customer-first decision-making
- Develop future leaders through coaching, mentoring, and career development
- Serve as the primary operational escalation point before Senior Director involvement
- Inform the Senior Director of material risks with documentation, business impacts, and recommended solutions
- Manage daily operations while building a scalable, automated, future-ready organization
Requirements
What you’ll need- Bachelor's Degree or equivalent business experience preferred
- Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred
- Demonstrated ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results
- Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions
- Experience with learning management systems, knowledge management tools, quality monitoring platforms, reporting tools, artificial intelligence solutions, and process automation preferred
- Strong work ethic and willingness to go the extra mile
- Customer-first mindset
- Exceptional communication and coaching skills
- Proactive and solutions-oriented approach
- Ability to navigate difficult conversations effectively
- High degree of autonomy and ownership
- Continuous improvement mindset
- Innovation and AI-forward thinking
- Strong organizational and leadership skills
Benefits
Comp & perks- Flexible Time Off to recharge when needed
- Nine Company-Wide Holidays
- A diverse suite of benefits prioritizing your growth, development, and personal well-being
- Flexible work environment and remote work
- Periodic travel to support business objectives, team collaboration, customer engagements, training, and company events