Operations Training & Data Accuracy Coordinator

Premier NX • New Providence, NJ

just now • Remote

About The Position

Premier NX is the expert in providing Customer Experience Solutions, Digital Transformation, Fin Ops, Sales Enablement and Analytics & Insights. We are the next evolution for our clients and your career.

Our CX solutions supports many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods, and beauty care companies. As a Operations Training & Data Accuracy Coordinator, you will contribute to Premier NX’s success by overseeing the training and quality needs for one of our clients in the food & beverage industry.

Why Work with Us:
We are a place for people who love to help people. We provide customer service to some of the nation’s most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer’s life, at every single opportunity.
We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values.
We are seeking a Operations Training & Data Accuracy Coordinator to join our growing team. The position supports the team by delivering client specific training, performing data quality checks, reviewing call quality trends and driving continuous improvement. This role will be responsible for developing and delivering product and process training sessions and will provide actionable insights to leadership team. This role requires a strong partnership with the Account Manager and Learning & Development to integrate business goals into prioritized performance enhancement plans. This position will work remotely.

Requirements

• Bachelor’s Degree preferred
• Minimum of 2 years training assessment, design and implementation
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client targets
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution; ability to learn quickly and flexibility to adapt to changing needs and urgent projects
• A solution-oriented and positive mindset that openly embraces change and stretch goals
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute solutions that address those issues
• Excellent interpersonal, communication, and organizational skills and the ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment
• Strong computer experience working on multiple software programs; proficient in Microsoft Word, Excel, Outlook, PowerPoint. Demonstrated ability providing technical support and troubleshooting via multiple channels
• Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat)
• Must be authorized to work in the US without sponsorship

Responsibilities

• Develop and maintain training materials for new hires, existing staff, new processes, products, systems, and brand or packaging updates.
• Create assessments and post-training reviews to measure effectiveness, and share insights and improvement opportunities with stakeholders.
• Develop and maintain data review process to ensure agents are meeting client requirements with case creation. Track and report on accuracy rates. Identify trends and work with stakeholders to provide actionable feedback to agents.
• Assist in training on CRM contact entry, issues documentation, data coding process, knowledge base and contact handling processes.
• Collaborate with the Client to deliver train-the-Trainer sessions and coordinate updates to training programs as needed.
• Maintain organized training materials and records in a centralized location accessible to the Client; assist with documentation for audits.
• Work with stakeholders to review accuracy and quality trends to assess agent performance against quality standards and client expectations including call scores, templated responses and data entry accuracy.
• Collaborate with Trainer and Account Manager to adjust training content and needs based on quality findings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level