Quality & Training Specialist

CooperCompanies•Victor, NY

2d•$62,627 - $83,503•Remote

About The Position

The Quality & Training Specialist supports Customer Service (CS) by delivering training, evaluating employee and department performance against quality standards and metrics, and providing feedback and coaching. The role helps ensure compliance with business requirements and CS Standard Operating Procedures, and that CS processes and services are accurate, consistent, and customer-focused. It supports customer satisfaction and continuous improvement by providing data and insights to identify trends, issues, process improvements, and system enhancements. The position contributes to CS quality and training efforts and participates as a member of the Leadership Team, including supporting strategic plans and business projects. It serves as a subject-matter expert for training and quality, product and process resource for CS teams, and backup supervisor for new hires and other employees in training. The role also handles escalated customer and patient issues and partners with supervisors to identify training and quality needs and develop action plans. The position is remote within commuting distance of a CooperVision site. Light physical effort is necessary, and travel may be required, including between multiple sites. Applicants must be authorized to work permanently in the United States without current or future employer-sponsored work authorization.

Requirements

At least 2 years of Specialty EyeCare experience.
2–5 years of customer service experience.
Associate degree required, or a combination of education and experience that provides a sound understanding of the responsibilities.
Expert knowledge of the Specialty EyeCare product portfolio and quality management systems for Paragon, Blanchard, and SynergEyes.
Expert knowledge of Specialty EyeCare systems and technology, including Dynamics 365, Bravad, RX Connect, Vantage, and Zendesk.
Attention to detail and ability to compile, theme, and analyze data.
Ability to write and develop reports and documents, including procedures, quality reviews, SOPs, and work instructions, using Microsoft Word, Excel, Outlook, PowerPoint, Vision, and Agile.
Ability to read, analyze, and interpret technical procedures or government regulations.
Strong interpersonal and problem-solving skills, including the ability to establish and maintain effective relationships within Customer Service and across the business.
Ability to provide constructive and effective feedback and coaching.
Excellent one-on-one and group communication skills, including negotiating skills; ability to present information to audiences and classes of 1–75 participants and respond to questions.
Demonstrated presentation and facilitation skills.
Strong organizational skills and ability to work independently, prioritize workload, meet deadlines, and multitask.
Knowledge of order entry and supporting systems, including call recording and monitoring systems.
Ability to identify root causes and effects, see the big picture, and move beyond the status quo.
Ability to maintain confidentiality of information.
Authorization to work in the United States permanently and on an ongoing basis without current or future employer-sponsored work authorization.

Nice To Haves

Experience in a quality and/or training role.

Responsibilities

Develop, implement, and deliver Customer Service training and quality activities for various channels, processes, and business needs.
Keep training materials, documents, and quality reviews current as the organization, requirements, products, and processes change.
Assess employees’ strengths and development opportunities based on training and quality reviews.
Recommend updates to quality reviews, training, processes, SOPs, system enhancements, messaging, and communications based on trends, issues, results, customer feedback, and business needs.
Assist with communicating Customer Service policies and procedures, including appropriate wording, messaging, and positioning.
Attend monthly Customer Service area meetings and Leadership Team meetings, and participate in Customer Service projects from a quality and training perspective.
Act as backup supervisor for new hires and other employees in training.
Handle escalated customer and patient issues.
Serve as a subject-matter expert in training and quality, and as a product and process resource for Customer Service teams.
Partner with supervisors to identify training and quality needs and develop department and individual action plans.
Identify and share staff best practices and incorporate them into training materials, quality feedback, and coaching.
Facilitate effective group and one-on-one interactions, keeping participants focused and accountable.
Model professionalism, a positive attitude, and expected employee standards.
Develop, implement, and perform quality reviews that validate customer experience, employee knowledge and policy adherence, soft and technical skills, and accuracy.
Follow sampling and quality expectations to promote consistent and equitable evaluations; reassess sample size and composition for validity, confidence levels, intervals, and representative or department performance needs.
Prepare detailed notes and documents to support training, feedback, and coaching for supervisors, team leads, and Customer Service Specialists.
Provide constructive feedback and coaching to improve quality and employee success.
Assist in developing and analyzing post-chat and post-call customer surveys; report results and comments to support coaching and training, and identify and communicate issues and recommendations.
Compile, track, and communicate Customer Service metrics in various formats.
Approve Customer Service Service Non-Conformances and correlate their volumes and trends with call monitoring.
Assist with recall activities, including customer contact, and with internal and external audit planning and support.
Assist with call center benchmarking and compile, analyze, and communicate customer feedback insights within and outside Customer Service.
Facilitate training through classroom instruction, on-the-job training, and computer-based training; use varied learning techniques and adult-learning concepts, and facilitate required annual or regulatory training.
Develop and update training documentation and manuals for new or updated policies, procedures, systems, products, and promotions; update the DMB and Knowledge Base Tool.
Assist in creating and updating eQMS SOPs, documents, forms, work instructions, knowledge-base materials, training records, and training activities.
Administer assessments to evaluate the effectiveness of training programs.
Document contact center process flows.
Perform other duties as assigned.