Service Quality Assurance Trainer

Vector Security and Vector Security Networks Career•Gainesville, VA

8d•Hybrid

About The Position

As a VSN Service QA Trainer you will be responsible for training and evaluating the quality of the Service Account Coordinator and Operations teams by ensuring adherence to best practices and fostering continuous skill development. This is accomplished by quality assurance checks and targeted training, directly contributing to enhanced customer satisfaction and timely completion of service work orders. This job will also provide support for supervisor coverage as needed.

Requirements

High School Education or equivalent - required.
2 or More Years Experience Providing Training and/or Quality Assurance.
Understand training needs and deliver effective training; ability to assess calls and emails for quality and accuracy.
Must be able to evaluate data and analyze trends, provide strong feedback with excellent communication skills.
Referencing procedures, Quality assurance checks for phones, cases, troubleshooting, etc., organizational and time management.
Provide in depth feedback, motivate, foster positive learning environment.

Responsibilities

Collaborate with management to identify training gaps and propose solutions.
Deliver engaging and effective bi-weekly hands-on training sessions.
Provide quarterly recurring training on enhancing understanding of MM event history & standard troubleshooting procedures.
Develop and update training materials, ensuring content is relevant, accurate, and aligned with company objectives
Provide feedback to Managers and Supervisors that can be used to mentor and coach team members to help achieve performance goals.
Conduct evaluations of phone conversations, meetings, and email communications with customers, providing constructive feedback to the Supervisor/Manager.
Identify areas for improvement in delivering best practices, problem-solving effectiveness, and overall customer experience.
Identify trends in quality assurance findings and collaborate with management to implement corrective actions and process enhancements.
Work with other leaders to identify improvements to process or policy to better enable customer-facing colleagues to deliver exceptional customer service and efficient resolution to Service work orders.