Director, Learning & Development and QA
Description:
Our ideal candidate is someone who is excited to become a part of an awesome, fast-growing team and must display these
three top (required) skills:
1. Business planning and strategic direction across departments and levels.
2. Contact Center Quality Assurance experience
3. Operations Training and Corporate Employee Development experience
General Position Summary:
The Director of Learning & Development and QA plans, organizes and manages the overall corporate quality assurance and training programs. This position has direct oversight for establishing a comprehensive employee development program inclusive of training modules, communications, evaluations and policy and procedure manuals. As a member of the leadership team, the Director of Learning & Development and QA will plan and implement create best in class development and monitoring functions while enhancing employee engagement and overall client and customer satisfaction.
Perks:
??? Medical, FSA & HSA, Dental, Vision + More!
??? 401k - 100% vested once you start contributing. Generous company match!
??? Regular employee health, wellness & engagement activities!
??? Pet Insurance, because fur babies are important to us too!
About Vervent:
As one of the pre-eminent Lending as a Service (LaaS) companies, Vervent sets the global standard for outperformance by
delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary
strategic services including Loan & Lease Servicing, Call Center Services, Backup Servicing/Capital Markets Support, Credit Card
Servicing, and Card Marketing & Customer Acquisition. Vervent empowers companies to accelerate business, drive compliance,
and maximize service.
If you're interested in reviewing the full job description, continue reading below???
Primary Responsibilities:
Contribute to business planning and strategic direction with executives of each business unit for ongoing client and employee support through strong training, employee development, and well documented policies and procedures.
Develops and maintain professional partnership with the functional area management while being accountable for execution of day-to-day employee development, employee performance related to quality standards and policies and procedures.
Identify and implement best practices for accountability with appropriate reporting metrics that support client and company goals and objectives and lead to highly engaged team performance
Support business transformation efforts through the development of comprehensive and effective training curriculum and QA program
Evaluate existing processes and identify opportunities for improvement
Manage continual process improvement by monitoring, refining, and optimizing workflow and processes with the goal of continuous improvement in terms of effectiveness, efficiency, and quality
Provide leadership that creates an entrepreneurial work environment through involvement in developing and hiring superior talent and instilling a culture of collaboration, accountability and measurability
Document and interpret policies, procedures, and client and partner needs
Define, measure and monitor Departments' performance to KPIs and SLAs
Maintain primary responsibility for ensuring customer satisfaction, resolving compliance issues, and accountability for end-results
Ensure assigned departments are compliant all operational requirements of the contract, as well as corporate policies
. Requirements:
Bachelor's degree in Business, Management, or related field10+ years' experience directly related to the primary responsibilities listed and inclusive of 5+ years in leadership roles
Demonstrated ability and experience in cultural transformation with measurable results through the use of analytics and metrics
Demonstrated ability to communicate effectively and constructively in writing and verbally with all levels of employees while exhibiting strong judgement and diplomacy.
Must demonstrate proven leadership skills with the ability to influence key decision makers, work autonomously and effectively collaborate across business lines under time pressure and dynamic priorities.
Solid organizational skills with ability to lead teams of various sizes, focus on broader goals and project details simultaneously, and multi-task effectively.
Ability to manage large-scale operations, including multiple Departments and geographies
Proven ability with operational analyses, business process optimization and performance indicators to drive quality controls, policies/procedures and training
Physical Requirements:
The work is of an intellectual nature. While performing the functions of this job, the employee is required to stand and sit for prolonged periods. Specific vision abilities required include close and medium distance vision and the ability to adjust focus. Must be able to hear normal sounds, distinguish sound as voice and communicate through human speech. This position requires the ability to operate a keyboard, computer mouse, telephone, fax, copier, writing tools, and other standard office equipment. On occasion, an employee will be asked to lift items weighing up to 35 lbs.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Our ideal candidate is someone who is excited to become a part of an awesome, fast-growing team and must display these
three top (required) skills:
1. Business planning and strategic direction across departments and levels.
2. Contact Center Quality Assurance experience
3. Operations Training and Corporate Employee Development experience
General Position Summary:
The Director of Learning & Development and QA plans, organizes and manages the overall corporate quality assurance and training programs. This position has direct oversight for establishing a comprehensive employee development program inclusive of training modules, communications, evaluations and policy and procedure manuals. As a member of the leadership team, the Director of Learning & Development and QA will plan and implement create best in class development and monitoring functions while enhancing employee engagement and overall client and customer satisfaction.
Perks:
??? Medical, FSA & HSA, Dental, Vision + More!
??? 401k - 100% vested once you start contributing. Generous company match!
??? Regular employee health, wellness & engagement activities!
??? Pet Insurance, because fur babies are important to us too!
About Vervent:
As one of the pre-eminent Lending as a Service (LaaS) companies, Vervent sets the global standard for outperformance by
delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary
strategic services including Loan & Lease Servicing, Call Center Services, Backup Servicing/Capital Markets Support, Credit Card
Servicing, and Card Marketing & Customer Acquisition. Vervent empowers companies to accelerate business, drive compliance,
and maximize service.
If you're interested in reviewing the full job description, continue reading below???
Primary Responsibilities:
Contribute to business planning and strategic direction with executives of each business unit for ongoing client and employee support through strong training, employee development, and well documented policies and procedures.
Develops and maintain professional partnership with the functional area management while being accountable for execution of day-to-day employee development, employee performance related to quality standards and policies and procedures.
Identify and implement best practices for accountability with appropriate reporting metrics that support client and company goals and objectives and lead to highly engaged team performance
Support business transformation efforts through the development of comprehensive and effective training curriculum and QA program
Evaluate existing processes and identify opportunities for improvement
Manage continual process improvement by monitoring, refining, and optimizing workflow and processes with the goal of continuous improvement in terms of effectiveness, efficiency, and quality
Provide leadership that creates an entrepreneurial work environment through involvement in developing and hiring superior talent and instilling a culture of collaboration, accountability and measurability
Document and interpret policies, procedures, and client and partner needs
Define, measure and monitor Departments' performance to KPIs and SLAs
Maintain primary responsibility for ensuring customer satisfaction, resolving compliance issues, and accountability for end-results
Ensure assigned departments are compliant all operational requirements of the contract, as well as corporate policies
. Requirements:
Bachelor's degree in Business, Management, or related field10+ years' experience directly related to the primary responsibilities listed and inclusive of 5+ years in leadership roles
Demonstrated ability and experience in cultural transformation with measurable results through the use of analytics and metrics
Demonstrated ability to communicate effectively and constructively in writing and verbally with all levels of employees while exhibiting strong judgement and diplomacy.
Must demonstrate proven leadership skills with the ability to influence key decision makers, work autonomously and effectively collaborate across business lines under time pressure and dynamic priorities.
Solid organizational skills with ability to lead teams of various sizes, focus on broader goals and project details simultaneously, and multi-task effectively.
Ability to manage large-scale operations, including multiple Departments and geographies
Proven ability with operational analyses, business process optimization and performance indicators to drive quality controls, policies/procedures and training
Physical Requirements:
The work is of an intellectual nature. While performing the functions of this job, the employee is required to stand and sit for prolonged periods. Specific vision abilities required include close and medium distance vision and the ability to adjust focus. Must be able to hear normal sounds, distinguish sound as voice and communicate through human speech. This position requires the ability to operate a keyboard, computer mouse, telephone, fax, copier, writing tools, and other standard office equipment. On occasion, an employee will be asked to lift items weighing up to 35 lbs.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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