Quality and Development Manager

Quality and Development Manager
FL - Saint Petersburg

Job Description

Konica Minolta currently has an exciting opportunity for a Practice Manager in our Global Client Services Division.

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2016 America’s Best Large Employers, is transforming the way we all do business.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.

At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.

POSITION OBJECTIVE
Responsible for operational quality across the GCS domains, through innovative monitoring, agent feedback and management collaboration. Use the results of the quality assurance to help coordinate targeted learning opportunities and the associated management tracking, reporting and feedback systems. Assist in the establishment of performance metrics and evaluate the outcome of the overall quality and development process.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Evaluate, develop, implement and monitor a wide variety of operating practices within the GCS group.
  • Coordinate training scheduling with the WFO team to maintain adequate staffing levels to handle customer interactions.
  • Create testing and evaluation processes to evaluate the retention level of the curriculum.
  • Build solid cross-functional relationships.
  • Attend bi-weekly management staff meetings.
  • Coordinate and organize weekly team meetings.
  • Conduct monthly mentoring sessions with technical staff to review job performance and develop performance appraisals.
  • Ensure personnel documentation is current (ie. Attendance, reviews, time off, corrective action).
  • Work on assigned project(s) from management.
  • Coordinate and assign follow-up on Echo Surveys.
  • Provide periodic stats and progress updates to team.
  • Supervise all activity of assigned group(s).
  • Maintain a keen understanding of training trends, developments and best practices.

    Job Requirements

    EDUCATION AND EXPERIENCE

  • High school or equivalent, BS or BA preferred
  • 4+ years in people management and industry area knowledge

    OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
  • Excellent verbal and written communication skills
  • Expertise in applicable domain
  • Knowledge of systems and applications used to support a call center environment
  • Excellent customer service and interpersonal skills
  • Excellent time management skills
  • Troubleshooting skills and problem solving
  • Computer skills- Microsoft Office, Word, Excel, PowerPoint
  • Detail Oriented
  • Ability to work in a fast paced environment
  • Occasionally travel required

    Physical Requirements
  • This position requires sitting at a desk with a computer monitor for several hours at one time.
  • The vision requirement include: close vision, peripheral vision, depth perception, and ability to adjust focus.

    Konica Minolta offers:
  • Competitive compensation program.
  • Outstanding benefits package (including medical, dental, vision, company-provided disability and life insurance).
  • 401(k) plan with matching company contribution.
  • Generous holiday and paid time off schedules.
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.

    Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™ .

    Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

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