QA Training Coordinator

YOUNGWILLIAMS INC • Livonia, MI

9h

About The Position

The QA/Training Coordinator 2 is responsible for developing and delivering training materials to staff members, monitoring and evaluating quality assurance plans, and addressing remedial training needs.

Requirements

• 1 year experience in a contact center or customer service training environment required
• Experience with adult learning principles
• Experience moderating large groups
• Professional experience with Microsoft Office products
• Demonstrated interpersonal skills, presentation skills, ability to work productively with all levels in an organization

Nice To Haves

• Associate’s degree from an accredited college or university preferred. Additional experience will be considered in lieu of degree. Experience coaching, training, and motivating employees.

Responsibilities

• Ensures activities and processes comply with both company quality standards and applicable contractual standards
• Enters, transcribes, records, stores, or maintains information in written, electronic and magnetic form relating to services, processes and quality systems
• Researches, develops, plans, organizes and delivers training materials to staff members, administers course exams and material review for new hires, conducts ongoing and remedial staff training
• Enhances the skills and knowledge of employees through training programs focused on job-specific program competencies and soft skills.
• Writes materials for new training programs and review, evaluate and modify existing and proposed programs
• Schedules training sessions with individual training programs, ensuring facility setup, audiovisual setup, and employee notification
• Monitors staff related to call monitoring, data entry, and overall customer service functions
• Conducts live monitored calls when training classes are not in session; provides one-on-one coaching to call center employees based on the outcome.
• Provides required training reports in a timely manner to the Training Manager (live monitored calls, new hire training classes, training activities and outcomes).
• Conducts quality assurance for completeness, accuracy, consistency and conformity
• Coordinates review activities as assigned by management and documents the disposition of evaluation challenges
• Maintains updated knowledge of the program, including policies and procedures as referenced in the employee and quality manual
• Researches and gathers data for special studies
• Regular and timely attendance
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees