Manager, QA & Training

Date: Mar 12, 2019

Location: Birmingham, AL, US, 35295

Company: Spire Inc.

Requisition Number 6865 
Location: 20 South 20th Street, Birmingham, Alabama, 35295
Position Type: Non Union 
Number Open: 1 

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:

Living Spire Behaviors

  • We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
  • We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
  • We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
  • We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.

 

Spire is seeking a Manager, Quality Assurance and Training. This role coordinates training activities and requests for training from Customer Service and third-party Contact Center agents and ensures monitoring and training activities conform to department and Spire standards.  Works closely with the Manager, Third Party Operations, Managers of the Contact Centers in Alabama and Missouri, and Managers, Supervisors and Trainers at third party contact centers.

Primary duties:

  • Oversees, schedules and leads the development of all training classes for Spire <> Contact Center agents and Customer Service employees, including third party agents. 
  • Regularly reviews, evaluates and assesses training modules and schedules. Identifies subject areas that require additional training and develops solutions for implementation.
  • Manages the curriculum development process.  Designs and implements learning solutions using best practices and a focus on excellent customer service. Coaches team on innovative approaches and advanced technology solutions for delivering training.
  • Oversees training calendar and certification renewals for Customer Service employees.
  • Collaborates with Contact Center Managers to develop and implement incentive programs for Contact Center agents.
  • Oversees and directs the development of all quality assurance monitoring metrics and standards. Measures performance related to attaining standards. Analyzes evaluation metrics, recommends improvements and refinements.
  • Manages calibration programs and ensures consistency and brand adherence.
  • Maintains certifications in soft skills and low effort skills programs.
  • Works with Directors and leaders of Customer Service to ensure training and monitoring activities are in line with department goals and priorities.
  • Collaborates with Manager, Community Services and Manager, Business Analysis to identify complaint trends and system changes that require modifications to training.
  • Sets department goals associated with quality assurance and training; measures performance related to meeting those goals.
  • Participates in developing Quality Assurance and Training department budget.
  • Responsible for directly supervising assigned staff. Provides coaching, guidance, conducts performance appraisals, and ensures continued development of assigned personnel.

 Education and experience:

  • Bachelor’s Degree in a business-related or communications discipline preferred or equivalent work-related experience required
  • Three to five years of experience in customer service, communications or training required
  • Current or previous supervisory experience required

 Certificates, licenses, registrations:

  • Facilitator certification with one of the leading Customer Service Skills Companies preferred

 Work environment:

  • Work is normally performed in a shared office environment
  • Typically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.
  • Approximately 25% travel to third party locations.

Spire accepts online applications through our career site at jobs.spireenergy.com

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.


Job Location: Birmingham

Job Segment: Manager, Quality Assurance, Business Analyst, Business Process, Management, Technology

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