Senior Manager, Customer Service Training & Quality Assurance

At McKesson Corporation, we value our customers and strive to provide them with the highest level of service. As the Senior Manager of Customer Service Training & Quality Assurance, you will play a vital role in ensuring that our customer service team is equipped with the necessary skills and knowledge to deliver exceptional support. We are looking for a dynamic and experienced individual who is passionate about customer service, with a strong background in training and quality assurance. If you are a natural leader with excellent communication skills and a drive for continuous improvement, we encourage you to apply for this exciting opportunity. Join us at McKesson and make a meaningful impact on our customers' experience.

1. Develop and implement a comprehensive customer service training program for all levels of the customer service team.
2. Continuously assess and evaluate the training needs of the customer service team.
3. Create and maintain training materials and resources, including manuals, presentations, and online modules.
4. Conduct training sessions for new hires and ongoing training for current employees.
5. Monitor and evaluate the performance of customer service representatives through quality assurance measures.
6. Provide coaching and feedback to team members to improve their customer service skills.
7. Develop and maintain a quality assurance program to ensure consistency and effectiveness in customer service delivery.
8. Analyze customer service data and identify areas for improvement.
9. Collaborate with other departments to identify and implement process improvements.
10. Stay updated on industry trends and best practices in customer service training and quality assurance.
11. Foster a positive and supportive work environment for the customer service team.
12. Lead and mentor a team of customer service trainers and quality assurance specialists.
13. Communicate regularly with management and other stakeholders to provide updates on training and quality assurance initiatives.
14. Act as a liaison between customer service and other departments to address customer concerns and improve overall customer experience.
15. Identify and implement strategies to increase customer satisfaction and retention.
16. Work with cross-functional teams to develop and implement new customer service processes and procedures.
17. Ensure compliance with company policies and procedures related to customer service.
18. Conduct regular performance evaluations and provide recommendations for employee development.
19. Collaborate with HR to identify and address any training or performance issues within the team.
20. Continuously evaluate the effectiveness of training and quality assurance programs, making improvements as needed.

According to JobzMall, the average salary range for a Senior Manager, Customer Service Training & Quality Assurance in Richmond, VA, USA is $90,000-$120,000 per year. This can vary depending on the size and industry of the company, as well as the individual's experience and qualifications.

Celesio AG is a healthcare and pharmaceutical company, based in Stuttgart, Germany. The company operates in 14 countries around the world and generated revenue of more than 22,000 million euros in 2014. The corporation is part of the American McKesson Corporation who has a 76% stake in the company.