Quality Assurance and Training Supervisor
Southern Glazer's Wine and Spirits
1,260 reviews
-
Tampa, FL
$54,000 a year
Southern Glazer's Wine and Spirits
1,260 reviews
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Summary of the Job:
Southern Glazer’s Wine & Spirits, the largest, privately-held liquor/wine distribution company in the USA, is looking for an ambitious, motivated, professional employee to join our operation’s team. The Quality Assurance / Training Supervisor will have the opportunity to learn all facets of the business as they delve into business processes in support of the National Call Center initiatives as well as, helping to identify training and quality opportunities in and across the 26+ States supported by the two National Call Centers. This person must be self-motivated but also work well in a team environment. The NCC is open from 8:30 am to 11:30 pm.
Job Responsibilities:
• Plan and supervise changes and manage the daily quality and training operations of two multi-state Call Centers.
• Plan and deliver all new hire training.
• Develop new training modules for new hires and for existing staff.
• Update existing training documents to keep the business materials and delivery current.
• Develop and deliver management training.
• Analyze and test the performance of new hires to determine their ability to be successful.
• Manage, coach, and develop a team of Quality Analysts.
• Proofread the documentation.
• Identify knowledge gaps and inaccuracies to ensure exceptional service standards are met
• Maintain training database and generate reports
• Works closely with SWS development team to be up to date on forthcoming changes to the system to communicate those changes to the customers.
• Recognize necessary process improvements and make pro-active recommendations to senior management.
• Provide accurate reporting of scores, trends, and the information requested by senior management.
• Ensure monitors completed goal is achieved monthly.
• Review the quality monitoring process and present recommended updates or changes to the Director.
• Other duties and projects as assigned.
Qualifications
Required Skills:
• Minimum 2 years’ experience managing a training or quality organization in a call center environment.
• Proficient computer skills – including AS400, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, Outlook and must possess an interest in learning more involved computer programs, including Web tools.
• Excellent written and verbal communication skills required to create and to proofread training documentation and communication literature
• Excellent presentation skills.
• Self-starter behavior is willing to initiate and develop activities.
• Strong organizational skills with attention to detail.
• Excellent analytical skills.
• High sense of urgency while maintaining composure and making sound business decisions.
• Ability to work within a high volume, fast-paced environment.
• Demonstrated ability to coach, develop, and mentor staff.
• Technical writing a plus.
• Good time management skills and the ability to meet deadlines for assigned tasks.
• Ability to take responsibility and ownership.
Preferred Credentials:
• Bachelor's degree in Business, Education or related field (work experience may be substituted for degree).
• Minimum 2 years’ experience managing a training or quality organization in a call center environment.
• Experience managing exempt employees in a Call Center environment.
• Proven leadership skills.
Travel:
• As needed to expose the candidate to all aspects of the business.
• As needed to deliver training in both Call Centers.
• Overnight travel will be required.
About Southern Glazer's Wine and Spirits:
Southern Glazer's Wine & Spirits is the largest distributor of beverage alcohol in North America, and proud to be a multi-generational, family-owned company. Southern Glazer’s has a proud history of consistently delivering impeccable service in 44 states, plus the District of Columbia, Canada and the Caribbean. It’s all made possible by our employees. Our careers focus on delivering a captivating and rewarding experience. Challenging our colleagues every step of the way, we provide the tools for them to grow, succeed and accomplish both their personal and professional goals. Together, we can deliver the highest quality service for our suppliers and our customers while we put you on the career path you’ve been looking for. Southern Glazer’s is nationally recognized by its supplier partners as well as by its customers for its state-of-the-art distribution capabilities and its leading-edge information technology. We also believe in the importance of giving back, being a socially responsible corporate citizen and making generous contributions to national, state and local charitable organizations.