Posted On: 10-20-2015
Position Title: Director – Quality Assurance, Training and Donor Advocate Team
Job Location:
Memphis, TN
Apply at:—donor-advocate-team%2c-qa-%26-training/job


Director – Quality Assurance, Training and Donor Advocate Team

Job Purpose:
Responsible for the overall strategy of the Quality Management, Training and Development within the Enterprise Contact Center and Donor Care. Provides leadership for the team that designs, develop, coordinate and facility training for Services, Sales, Support. Works closely with the Enterprise Contact Center leadership and cross-divisional partners to improve and protect the donor experience through all contact center methods.

Requires proven leadership skills; thorough knowledge of the telemarketing industry, fundraising, sales and general management methods; ability to speak and write in a clear and understandable manner for internal/external relations; public speaking skills; understand extremely complex verbal or written instructions; understand data processing applications; ability to communicate on a user and technical level; understands quality control methods; strong time management and organization skills; possess creative abilities and resourceful; excellent interpersonal skills; proven skills and experience in adult training/development, customer service, and business operations; management knowledge including strategic planning, organization development, cost control, and manpower allocation; a Bachelor’s Degree and a minimum of 6 years of call center experience, customer service, sales, training or related experience, including progressive supervisory and management responsibility. Must possess a valid driver’s license.