HD Supply Supervisor, Customer Quality in Santee, California
HD Supply (www.hdsupply.com) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 300,000 customers with leadership positions in maintenance, repair and operations. Through 44 distribution centers, in the U.S. and Canada, the company's approximately 5,500 associates provide localized, customer-driven services including will call, direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!
Job Description & Qualifications
Responsible for supervising customer quality services and developing the training materials, curriculum, and quality assurance standards for the Customer Contact Centers.
Major Tasks, Responsibilities, and Key Accountabilities
Ensures high quality customer service through the creation of training materials and delivery of information to new hires and existing staff.
Supervises the performance of QA teams and recognizes, trains, coaches, counsels, and takes corrective action when warranted.
Issues instructions to associates and team in training classes and as a result call monitoring.
Communicates directly and openly with the customer services associates, supervisors, and managers to advise of policy/procedures updates and changes.
Identifies opportunities from customer experiences and develops training curriculum to enhance those experiences.
Prepares, maintains, and submits reports and records on activities.
Plans, develops, and implements improved procedures.
Nature and Scope
Experience provides solutions.
Ensures that work is performed consistently with company policies and procedures.
Leads a group or team of support, craft, or lower level professional associates.
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
No travel required.
Education and Experience
Typically requires BS/BA in a related discipline. Generally 5+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.
Preferred Qualifications & Job Specific Details
5+ years experience in instructional design and principles of adult learning
5+ years experience in creating a variety of training, including instructor led, virtual, eLearning, microlearning, systems training and soft skills training
Demonstrated experience leading teams 5+ years
Job Locations US-CA-Santee
Posted Date 2 weeks ago (10/12/2021 1:49 PM)
Job ID 2021-46920
Functional Area Customer Service
Remote Position? No
Position Type Full-Time
Posting Location : Postal Code 92071
HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.