Paymode Training and QA Program Manager

The Role
We are looking for a Paymode Training and QA Program Manager to innovate, grow, and win with us in Portsmouth, NH/Hybrid or Remote in the U.S.

The Paymode Training and QA Program Manager plays a key role in enhancing the quality and efficiency of our Support team. This role is responsible for partnering with Member Services Leadership and Subject Matter Experts to improve established training and quality assurance programs, ensuring consistent service excellence, and supporting the ongoing performance of the programs. 
The ideal candidate will have a solid background in customer support and have experience in helping onboard new employees and personal exposure to a quality assurance process. This candidate needs strong organizational skills and desire to help people and the organization improve. 

How you’ll contribute:

Training Management and Delivery 

• Suggest and document improvements to existing training and onboarding programs for both in person and self-paced modules, including quizzes and tests. 

• Facilitate best practice processes such as nesting, mock calls, skills verification, and other pass/fail requirements. 

• Conduct training sessions, workshops, and one-on-one coaching, and manage employee progress through existing self-paced modules to ensure proficiency in support procedures, troubleshooting, customer communication, and technology. 

• Manage a training schedule and calendar ensuring attendees progress through training plans. 

• Evaluate the effectiveness of training through performance metrics, feedback, and alignment with new product releases. 

Quality Assurance Management 

• Help the Member Services leadership team deliver consistency with the established quality assurance program, with a focus on continuous improvement in customer and employee experiences while driving efficiencies. 

• Work towards improving key performance indicators (KPIs) such as Average Handle Time, Case Reopen Rate, and First Contact Resolution (FCR). 

• Provide monthly analysis to the leadership team, offering insights to assist with performance management, process improvement, and identifying technology gaps. 

• Spend approximately 50% of time performing transaction monitoring and delivering feedback. 

• Lead regular calibration exercises with managers and team leads to ensure consistency in quality feedback and manage to a calibration KPI. 

• Promote employee engagement in quality assurance through a supportive, non-punitive approach. 

Collaboration and Support 

• Collaborate with the Head of Paymode and Paymode Support Managers to ensure alignment of training and quality assurance initiatives with broader organizational goals. 

• Develop reporting and presentations to deliver regular cadence updates to the management team. 

• Support the creation and maintenance of KCS knowledge base articles. 

• Serve as a liaison between the support teams and other departments to ensure smooth communication and process improvement identified through quality assessments. 

If you have the attributes, skills, and experience listed below, we want to hear from you!

• Minimum of 2 years of experience in an IT Helpdesk or Customer Support role, with some exposure to Training and Quality Assurance programs. 

• Experience in improving or managing training programs and conducting quality reviews preferred. 

• Familiarity with support software and tools (e.g., Salesforce, Jira). 
• Bachelor’s degree in Information Technology, Business Administration, or a related field. Relevant certifications (e.g., ITIL, KCS, Salesforce) is preferred (Not Required).  

Key Competencies: 

• Customer Focus: Demonstrates a commitment to delivering excellent service and improving customer outcomes. 

• Proactive Mindset: Identifies potential issues and takes initiative to address them before escalation. 

• Communication Skills: Clearly articulates ideas and adapts communication style to suit the audience. 

• Analytical Thinking: Reviews data to identify trends and provide actionable insights. 

• Relationship Building: Cultivates strong, trust-based relationships with both internal teams and partners. 

• Adaptability: Effectively adjusts to changing priorities and environments with a positive and flexible attitude.