QA and Training Supervisor

What You Need To Know Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people - and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the preeminent wine and spirits distributor, Southern Glazer's isn't just one of Forbes' Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

Southern Glazer's is proud of its well-earned positive reputation, continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued, supported, and provided opportunities for growth and belonging.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer's, you would be part of a team that values excellence, innovation, and community. This is more than just a job - it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.Overview The Quality Assurance Training Supervisor directs the activities of a team of QA and training team(s) in providing outstanding customer service that meets and/or exceeds expectations. Identify development opportunities, understand business processesto create training in support of the Center of Excellence initiatives as well as, helping to identify training and quality opportunities in and across the 26+ States supported by the two Center of Excellence.Primary Responsibilities

Plan and supervise changes and manage the daily quality and training operations of two multi-state Customer Account Services centers.

Plan, develop and execute new training modules for new hires and for existing staff

Update existing training documents to keep the business materials and delivery current

Develop and deliver management training

Analyze and test performance of new hires to determine ability to be successful

Manage, coach and develop a team of Quality Analysts

Identify knowledge gaps and inaccuracies to ensure exceptional service standards are met

Maintain training database and generate reports

Works closely with Southern Glazer Talent Growth and Culture Development team to be up to date on forthcoming changes to system to anticipate system changes.

Recognize necessary process improvements and make pro-active recommendations to senior management

Provide accurate reporting of scores, trends, and information requested by senior management

Ensure monitors completed goal is achieved monthly

Review quality monitoring process and present recommended updates or changes to the Director

Other duties and projects as assigned

Minimum Qualifications

Minimum 2 years' experience managing a training or quality organization in a call center environment

Proficient computer skills - including AS400, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, Outlook and must possess an interest in learning more involved computer programs, including Web tools

Excellent written and verbal communication skills required to create and to proof read training documentation and communication literature

Excellent presentation skills

Self-starter behavior willing to initiate and develop activities

Strong organizational skills with an attention to detail

Excellent analytical skills

High sense of urgency while maintaining composure and making sound business decisions

Ability to work within a high volume, fast paced environment

Demonstrated ability to coach, develop and mentor staff

Good time management skills and the ability to meet deadlines for assigned tasks

Physical Demands

Physical demands with activity or condition for a considerable amount of time include sitting and typing/keyboarding using a computer (e.g., keyboard, mouse, and monitor) or adding machine

Physical demands with activity or condition may include occasional to rare amount of time include walking, bending, reaching, standing, and stooping

May require occasional lifting/lowering, pushing, carrying, or pulling up to 48lbs

EEO Statement Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.

If you have any questions or concerns about whether this posting complies/adheres with local pay transparency requirements, please contact the SGWS talent acquisition team at ...