About Maymont Homes:

We are a leader in the single-family rental (SFR) Aggregation space with over 10,000 homes across the Southeast and Midwest. Maymont Homes was founded in 2011 to bring technology to the single-family rental space. Over the years we have become a full-service acquisition, renovation, and property management company growing throughout the South and Midwest. By the application of efficient processes enabled by advanced software, our company can provide clean, safe, affordable housing to thousands of people. We strive to offer better living opportunities for individual families, which ultimately improve the lives in the communities we serve!

Job opening: Quality and Training Manager

Location: North Charleston, SC

Primary Responsibilities:

Primary Responsibilities: The Quality and Training Manager is primarily responsible for developing and managing the training & quality strategy, oversee the implementation and assess the outcomes of the Operations Center. This position will identify quality & training needs and drive suitable training initiatives. The Quality & Training Manager will work across many verticals in collaboration with people leaders to onboard, train, coach, and develop employees call quality performance. The Quality & Training Manager is responsible for directing the operational activities of the Training and Quality teams to align with the strategic initiatives of the organization. They will drive call quality performance and efficiencies by partnering with people leaders to outline a score card that measures key performance indicators and behaviors. The Quality and Training Manager will facilitate calibration sessions, identify training gaps, and report out on call quality performance. The Quality & Training Manager requires an elevated level of organization and logistics management with a primary focus on the customer experience. This role is responsible for developing and managing the on boarding, training, and continuing education within the Operations Center. Additionally, the Quality & Training Manager will be responsible for developing a quality assessment program, scoring cadence, a coaching and development life cycle, and various incentive initiatives related to quality.

Skills & Competencies:

• Bachelor’s degree in Adult Education and Training, seven or more years in Learning and Development, a similar competency or a combination of experience or equivalent work experience required.
• Five or more years leading quality initiatives within a contact center
• Experience with learning management, developing, and facilitating training, incentive programs, and leading call quality initiatives
• Experience working with cross-functional teams and departments to ensure customer requirements are met.
• Advanced experience analyzing data, trend analysis, and presenting information in a functional format for both front line leaders and executive team members.
• Intermediate knowledge of Word, Excel, and PowerPoint; advanced preferred
• Ability to report out and up on Quality and Training KPIs and develop ad hoc and formalized training guides and FAQs based on Quality Initiatives
• Exceptional facilitation and presentation skills.
• Demonstrated strong written and verbal communication skills
• Detail oriented, with the ability to produce high quality work in a deadline-oriented environment and an ability to multi- task
• Ability to prove critical thinking and problem-solving concepts
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e- learning, workshops, simulations, etc.).
• Experience working in a work schedule environment, including in-office operation, weekends, and holidays, based on business need.

Essential Job Functions:

• Manage, assess, and report on customer experience assessments
• Evaluate and recommend performance-based incentive programs.
• Identify and assess future and current training needs through job analysis, quality assurance monitoring, and collaboration with internal business partners on product specific training needs.
• Draw an overall or individualized training and development plan that addresses needs and expectations for products, teams, and people
• Monitor and evaluate training program’s effectiveness, success, and ROI periodically and report on them
• Provide opportunities for ongoing development and continuing education
• Enhance, develop, maintain facilitation guides, standard operating procedures, and employees’ soft skills
• Resolve any specific problems and tailor training programs as necessary
• Maintain a keen understanding of training trends, developments, and best practices
• Develop call monitoring score cards and refresh as needed
• Manage and report on call analytic initiatives
• Daily interaction with cross-functional teams and departments to ensure customer requirements are met.
• Drive the Customer Experience across the organization while bridging the gap in the Employee Experience
• Other duties, as assigned by supervisor or leadership team.

Environmental Requirements

• Must be able to work on more than one assignment at a time with frequent interruptions, changes, and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.
• Must be able to work in office as regularly scheduled

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER: This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

Why work for Maymont Homes ​?

Our Mission – “We Positively Impact the Lives in the Communities We Serve”. We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work!

Outstanding benefits package – our benefits are provided by Brookfield and offer immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full time employees.

Huge parent company – support and backing from Brookfield Asset Management, one of the largest real estate asset management companies.

Career growth – with our plans for growth and expansion into new markets, there are many opportunities to move up within the company.

Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Training & development: 5 years (Preferred)
• Adult education: 4 years (Preferred)

Work Location: In person

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