Working with KinderCare Learning Companies means using your outstanding talents to help set the foundation for lifelong learners, where you can collaborate with colleagues, grow and learn, and positively impact the families we serve.

With over 50 years of experience, 30,000+ employees, and more than 2,000 early learning center programs, we are the most accredited leaders in early childhood education. Together, we create environments where kids grow and thrive. As one of only four companies to receive the Gallup Exceptional Workplace Award six times, we’re confident that you can grow and thrive here, too. We can’t wait to meet you.

The Family Operations Quality & Training Lead is responsible for ensuring that our families and field partners are provided with an exceptional experience while engaging with our Family Support Specialists. Their goal is to ensure our specialists are providing the best resolution and attentive care, while living our service values.

Key Responsibilities Include:

• Monitor all phone calls accepted by specialists.
• Maintain strong overall quality control/assurance of performance and customer expectations.
• Provide exceptional customer service to our families.
• Take advanced calls, chats, and e-mails from families, and step into queues when necessary.
• Support team supervisors and act as point of contact when team supervisors are unavailable.
• Maintain a thorough understanding of department procedures and company policies.
• Complete monthly quality reviews for our the Family Team.
• Provides communication and follow up to ensure team is fully informed of all new information related to procedures, family needs, field updates and company related issues, changes, or actions.
• Train and orient new and current employees on products, policies, and procedures
• Share entrepreneurial thoughts, ideas, and solutions to improve current procedures and improve our family experience.
• Develop quality assurance standards and team processes.
• Work closely with the analyst team.
• Sharp attention to detail.
• Supportive teammate with the ability to work with minimal supervision.

Qualifications:

• A passion for customer service and the desire to help others.
• Self-motivated.
• Previous remote call center work experience a plus.
• Outstanding written and verbal communication skills via email and chat.
• Ability to establish and maintain cooperative working relationships with co-workers and the public.
• Intermediate PC / MS Office skills.
• Excellent organizational and time management skills.
• Capable of adjusting priorities quickly.
• Occasional flexibility with schedules, occasional overtime.
• Bilingual: English & Spanish a plus.

Our benefits meet you where you are. We’re here to help our employees navigate the integration of work and life:

• Know your whole family is supported with discounted child care benefits.
• Breathe easy with medical, dental, and vision benefits for your family (and pets, too!).
• Feel supported in your mental health and personal growth with employee assistance programs.
• Feel great and thrive with access to health and wellness programs, generous paid time off and discounts for work necessities, such as cell phones.
• … and much more.

At KinderCare Learning Companies you'll use your skills and expertise to help craft and contribute to our shared mission of supporting communities and encouraging lifelong learners. From our teachers to our cooks to our financial analysts, we are all passionate about crafting a world of learning, happiness and adventure for more than 150,000 children every day.

As the first national early childcare education provider to achieve the WELL Health-Safety Rating from the International WELL Building Institute, we continue to follow the latest science-backed and evidence-based strategies for maintaining a safe and worry-free workplace.

Our highest priority has always been to keep our employees, children, families, and communities as safe and healthy as possible. KinderCare highly encourages its employees to be vaccinated against COVID-19 to protect themselves and their communities. We are proud to provide paid time off for employees to receive the COVID-19 vaccine. We are also subject to state law, local ordinances, and Health Department requirements for employees working in child care, school facilities, and corporate work spaces.

We truly believe that everyone belongs in our circle, and everyone deserves to be celebrated for who they are. By partnering with underrepresented groups and experts in DEI, we are identifying areas to improve and forging a path forward through accountability, compassion, accessibility, and inclusion.

KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Primary Location : Portland, Oregon, United States

Job : Corporate