Member Services Training and QA Program Manager

Position Summary: 

The Paymode Training and QA Program Manager is integral to enhancing the quality and efficiency of our Support team. The role is accountable for developing comprehensive onboarding and continual improvement training programs, implementing quality assurance case reviews and call monitoring, and ensure consistent service excellence. The ideal candidate will have a strong background in customer support, training development, quality assurance program development, combined with excellent communication and organizational skills.

Responsibilities: 

• Training Development and Delivery  

• Create training and onboarding program content for both classroom and self-paced modules. Includes quizzes and tests  

• Design and implement best practice processes like nesting, mock call, skills verification, and pass requirements.    

• Conduct training sessions, workshops, one-on-one coaching and manage employee progress through self-paced modules to ensure team members are proficient in support procedures, troubleshooting, customer communication and our technology.  

• Assess training needs through performance metrics, feedback, and new product releases.  

• Quality Assurance  

• Manage and oversee our quality assurance program with a focus of continuous improvement in customer & employee experiences while driving efficiencies that result in cost reduction.  

• Achieve assigned goals that demonstrate improvements in customer experience and efficiency via KPIs such as Average Handle Time, Case Reopen Rate, and FCR.   

• Delivery monthly analysis to leadership team and provide key data points to that help with performance management, process improvement, and technology gaps.  

• Spend 50% of time performing transaction monitoring and feedback delivery.  

• Lead managers, team leads, and other staff assigned to perform QA through regular calibration exercises that ensure all coaches coach with minimal variation. Create and manage a calibration KPI.  
• Drive employee engagement in QA through a non-punitive program that supports our employees through their development stages from New Hire to Subject Matter Expert.  
• Collaboration and Support  
• Work closely with the Head of Paymode and Paymode Support Managers to align training and QA initiatives with organizational goals.  
• Support the development of KCS knowledge base articles.  
• Act as a liaison between support teams and other departments to facilitate smooth communication and process integration.  
• Outline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position

 Required Technical Skills and Competencies: 

• Bachelor’s degree in Information Technology, Business Administration, or a related field. Relevant certifications (e.g., ITIL, KCS, Salesforce) are beneficial but not required. Define the required business skills this role requires, including technical skills and behavioral competencies 

 Preferred Skills: 

• Customer Focus: Demonstrates a commitment to delivering excellent service and improving customer outcomes.  

• Proactive Mindset: Identifies potential issues and takes initiative to address them before escalation.  

• Communication Skills: Clearly articulates ideas and adapts communication style to suit the audience.  

• Analytical Thinking: Reviews data to identify trends and provide actionable insights.  

• Relationship Building: Cultivates strong, trust-based relationships with both internal teams and partners.  

        Adaptability: Effectively adjusts to changing priorities and environments with a positive and flexible attitude.  

• Minimum of 5 years of experience in quality and/or training role within a software technical support organization. 

• 2-3 years of experience in a front-line customer support role is a plus 

• End-to-end experience in design and implementation of Training and/or Quality Programs.  

• Experience creating content with audio, video, and slideshow components. 
• Experience with Salesforce, PowerBI, PowerPoint, and industry standard learning management systems (LMS) required.