Senior Quality and Training Coordinator

Carter's; Atlanta (GA); Remote; USD 50,000 - 75,000; Full time

Job summary

Carter’s Inc., a leading retailer for babies and young children, is seeking a Retail Call Center Quality and Training Hourly Leader to enhance customer service through effective quality monitoring and training initiatives. The ideal candidate will be responsible for maintaining quality standards and developing training programs. Join Carter's and contribute to a diverse environment while building a rewarding career.

Benefits

Career Development Programs

Mentorship Opportunities

Diversity and Inclusion Initiatives

Qualifications

• Proven experience in a call center environment with focus on quality assurance and training.
• Ability to analyze data and derive meaningful insights.
• Strong understanding of customer service principles.

Responsibilities

• Ensure exceptional customer service through monitoring and training.
• Facilitate training sessions for new hires and refreshers.
• Analyze performance metrics and customer feedback for improvement.

Skills

Communication

Interpersonal skills

Data Analysis

Organizational skills

Project management

Education

Bachelor's degree in relevant field

Tools

Training tools and platforms

Job description

Serving the needs of all families with young children, Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, Skip*Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter's.

HOW YOU’LL MAKE AN IMPACT:
As the Retail Call Center Quality and Training Hourly Leader, you will play a pivotal role in ensuring the delivery of exceptional customer service through effective quality monitoring and training initiatives. You will be responsible for maintaining and enhancing service quality standards, identifying areas for improvement, and implementing training programs to empower our customer support team.
This role reports into Manager Call Center Support Departments and is based in our remote work environment.

45%: Continuous Improvement:

• Be available to answer questions and provide assistance to QA/TRN agents as well as agents that are not members of the QA/TRN Team
• Utilize various training methodologies, including classroom training, e-learning, and on-the-job coaching
• Work closely with management to develop strategies for enhancing overall team performance
• Analyze performance metrics, customer feedback, and quality scores to identify trends and areas for improvement.
• Provide constructive feedback to call center agents based on performance assessments.

30%: Content Creation and Review:

• Help coordinate annual revisions to training manuals.
• Design and develop comprehensive training programs for call center agents, incorporating best practices and industry standards.
• Collaborate with cross-functional teams to implement process improvements that positively impact customer satisfaction.
• Ensure training materials, and necessary training materials are prepared for each session.

25%: Facilitation and Delivery:

• Facilitate training sessions for new hires and ongoing refresher courses for existing team members.
• Conduct regular and systematic evaluations of customer interactions, ensuring adherence to established quality standards.
• Assist Department manager in the direction and coordination of the QA/TRN department agents.

WE’D LOVE TO HEAR FROM YOU IF:
Must have:

• Excellent communication and interpersonal skills.
• Ability to analyze data and draw meaningful insights.
• Proficiency in using training tools and platforms.

Preferred skills and experience:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in a call center environment, with a focus on quality assurance and training.
• Strong understanding of customer service principles and practices.
• Strong organizational and project management skills.

OUR TEAM MEMBERS:

• Lead Courageously: Have a strong sense of personal values that align with our Company values
• Collaborates Broadly: Build cooperation, trust, and thrive in a consensus driven environment.
• Customer Focus: Proactively seek opportunities to leverage data and fact-based insights to serve customers and/or internal clients.
• Drive Growth: Set aggressive goals and implement plans precisely.
• Cultivates Innovation: Respectfully challenge the “we’ve always done it this way” mentality and explore new ways to achieve desired outcomes

MAKE A CAREER AT CARTER’S:
Career Development: Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.
NOTE: This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management, and the employee may be required to perform duties that are not listed in the job description.

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.