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Manager, Training and Quality Assurance Customer Service

Date:  Sep 10, 2021
Brand:  Luxottica Wholesale North America
Location: 

Port Washington, NY, US, 11050

Requisition ID: 450842 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

 

Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

Luxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.

 

GENERAL FUNCTION

The Training and Quality Assurance manager is responsible for supporting Luxottica’s Wholesale North American Customer Service team based in Port Washington, NY. This role assists with development and delivery of training and quality curriculum to Customer Service Representatives and is responsible for maintaining reference materials (i.e. Knowledge Management). A successful candidate will be someone that is creative and detail oriented, tailoring training to the needs of internal customers – the Customer Service Representatives. 

 

MAJOR DUTIES AND RESPONSIBILITIES

  • Manages Training and Quality Assurance program to enhance and deliver world-class training/quality
  • Oversees QA incentive program.
  • Scopes training requirements for projects and new initiatives.
  • Responsible for maintaining a centralized repository of accurate current policies and procedures for agents to reference on-demand.
  • Responsible for maintaining a centralized repository of quality scoring
  • Manages QA team and results
  • Delivers communication to agents when relevant policies and procedures have been updated – by appropriate communication means.
  • Responsible to liaise with CS leadership to deliver feedback on quality & training
  • Evaluates training effectiveness by using pre-test and post-test measures, interviews, and examining various records and reports; and recommends modifications to training, as appropriate
  • Provides real-time support of the center, acting as an SME – from these interactions, continue to refine and enhance existing training.
  • Responsible for both new hire & continuous training
  • Responsible for the creation & maintenance of both existing training modules
  • Reporting quality trends, weekly, monthly
  • Facilitates all prescription training for contact center agents
  • Travel approximately 20%

 

BASIC QUALIFICATIONS 

  • 5+ years of experience optical industry, training, Quality Assurance and Workforce Management
  • Ability to work independently
  • Bachelor’s Degree in a related field or equivalent work experience
  • Experience with a variety of computer applications, i.e. Microsoft Office Suite and e-Learning development tools
  • Capacity to work in a fast-paced and changing environment with multiple priorities that need to be effectively managed, while maintaining composure and flexibility
  • Excellent communication skills both written & oral
  • Experience in the Optical Industry

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner). 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.


Nearest Major Market: Long Island
Nearest Secondary Market: New York City

Job Segment: Training, Manager, Operations, Management

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