QA Director

Overview:
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

**Our Core Values**:
**Integrity**:

- Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

**Excellence**:

- Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

**Accountability**:

- Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

**Grace**:

- Respect and appreciate differences, Care for one another, Humility, Make work personal

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**Our Mission**: To create conditions within which people can thrive

**Responsibilities**:

- You are expected to deliver new hire and ongoing training with an emphasis on customer service and sales skills, client product knowledge.
- Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance.
- Partner with clients in curriculum design and modification.
- Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives.
- Prepare lesson plans and course agenda for each training class.
- Conduct proficiency evaluations and certify trainees for the programs to which they are assigned.
- Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams.

Qualifications:

- Bachelor’s degree with a minimum of ten (10) years instructing in an adult learning environment preferably in the call center, customer service or related industry.
- Excellent oral and written communication skills at all levels of the organization.
- Demonstrated presentation and facilitation skills.
- Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.
- Ability to speak in front of medium to large-sized groups of people.
- Dependability regarding completion of assignments and attendance.
- Willing to work onsite