Training and Quality Assurance Specialist

North End Teleservices•Omaha, NE

About The Position

The primary role of the Training and Quality Assurance Specialist is to work with the training and quality team to support Contact Center and Client Teams training activities as well as monitor and analyze the overall quality of all multichannel customer contacts. Develop and periodically review and implement project-specific and Standard Operating Procedures (SOP) training for new and existing Customer Service Representatives (CSR). Overall, the role of the training and quality team is to drive success for each representative and achieving success for each individual should be the sole focus and goal.

Requirements

Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Must be able to work well under pressure and meet deadlines
Focus on quality and customer service
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability, writing proficiency and visual graphics design ability
Ability to multitask and successfully operate in a fast-paced, start-up, team environment
Must be flexible and adapt well to change and successfully set and adjust priorities as needed
Strong facilitation/communication skills
Excellent documentation skills
Ability to maintain professional composure at all times
High school diploma or General Education Diploma (GED) is required
3-5 years of previous Training/Quality experience is required

Nice To Haves

College-accredited degree preferred

Responsibilities

Developing and documenting client operating procedures
Creating CSR and facilitator training program materials, skills assessments, leadership training as well as a variety of other training needs the client and/or company need
Handling contacts and completing required phone time in order to stay up-to-date on directives and processes
Conducting and regularly reviewing contents of training including soft skills, general customer service skills, listening skills, de-escalation skills, contact center policies and procedures, leadership skills, etc.
Managing and coaching CSR during new hire training process to adhere to NET policy and procedures, while documenting performance issues as appropriate
Developing and conducting education courses for existing CSR's to help prepare them for advancement roles
Conducting post-training monitoring of CSR's multichannel customer contacts and providing feedback
Conducting ongoing monitoring of CSR's multichannel customer contacts and providing feedback
Creating and using trending data from Quality Assurance, Operations and other functional areas to create and improve performance; creating one-on-one or group trainings to resolve training discrepancies and communicate quality performance internally and to client
Evaluating training requirements and establishing training agenda, goals/completion milestones
Participating in and conducting "Train the trainer"
Scheduling and facilitating quality calibrations with clients
Attending client meetings as required
Assisting in development of client Quarterly Business Reviews
Working with team to develop and facilitate motivational activities for CSR's
Providing assistance in developing cross-departmental training materials and SOPs, as required
Responsible for branding of documents and management of document branding
Monitoring CSR calls/contacts and reviewing for accuracy of information and handling standards
Verifying CSR are providing accurate solutions to customers
Recording evaluations utilizing departmental quality and monitoring processes
Preparing and analyzing quality reports for issues, trends and proactively identifying opportunities for improvement and success
Actively participating in the design and quality monitoring processes and procedures
Creating and maintaining a positive customer relationship including problem-solving/resolution, interfacing with others and establishing new relationships
Providing timely and efficient feedback on all contact quality
Maintaining professional composure during collaboration sessions and other client interactions
Researching required information and resolving inquiries using available resources
Performing other duties as assigned