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Vendor Integration Specialist - Quality & Training

Job type:

Permanent

Job Description

The Vendor Integration Specialist (VIS) will be responsible for monitoring, auditing and implementing training and quality standards for our vendor partners to be in alignment with our internal call center sites within Direct Energy.  The TQS will be responsible for working with internal leadership along with external customers who support our multiple Business Process Outsourcing (BPO) call centers, who perform inbound and outbound contact center duties. The VIS will be expected to maintain continuity between the training standards and quality standards of our vendor locations. This position demands a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment and will involve travel 50% to 75% of the time.

This position can be based in either Tempe, AZ or Houston, TX

Requirements

  • Bachelor’s degree or equivalent combination of training and work experience required
  • 5+ years training within a contact  center environment
  • 5+ quality experience within a contact  center environment preferred
  • Experience working with/within a BPO environment is required
  • Instructional design experience preferred (business related curriculum in a contact  center environment)
  • Strong interpersonal, communication, organizational and presentation skills
  • Excellent communication skills (verbal & written) including excellent telephone skills and presentation skills 
  • Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions 
  • Ability to establish an individual course of action to accomplish goals while using appropriate resources 
  • Work well under pressure 
  • Self-driven 
  • Must have proficiency in a variety of industry specific software applications, including Microsoft Office 

Responsibilities

  • Under minimal supervision, oversee relationships with external vendors by performing analysis of their training and quality process and standards
  • Develop and implement process improvement solutions related to business need and in alignment with contact center network plan
  • Ensure service delivery by working closely with local management, vendor relations management team and external vendors 
  • Develop and deliver weekly/monthly site results reports; Reports include but are not limited to Training and Quality Audit results. and site comparisons
  • Develop and implement processes to increase Training and Quality effectiveness  and consistency between internal and external sites
  • Works with local management and vendors on data analyses 
  • Design and implement an ongoing communication process between vendors and corporate team 
  • Recommend specific changes to internal and external practices  to enhance quality, consistency and effectiveness. 

The Individual

Direct Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability

 

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