Training and Quality Assurance Specialist

Neighborly®

21h•Hybrid

About The Position

Training and Quality Assurance Specialist Are you looking for a place where you can bring your ambition? Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your drive to the table as we unlock new doors together, taking your career to the next level. Bring your experience and be empowered to innovate. As a Training and Quality Assurance Specialist on the Neighborly Customer Solutions team, a typical day for you will include: Ensuring that new call center agents have a clear understanding of the company's values and customer service standards, as well as brand procedures and system protocols. Staying updated on product and service offerings to provide accurate and up-to-date information during training sessions. Developing training modules focused on system and product knowledge, selling skills, customer handling techniques, and problem-solving skills, and deliver these to the call center vendor partners for constant training reinforcement. Monitoring the performance of call center agents through call monitoring, quality assurance scorecards, and others during the training period and beyond. Designing and developing materials, programs, curriculum, and course-level content to support online or on-site training that will facilitate structured course requirements through classroom and self-learning options. Collaborating with the partner’s QA Departments to align on QA Metrics and goals, as well as agent QA performance. Bring your skills and be inspired to achieve success.

Requirements

Minimum 5 years of experience in developing and delivering training programs, preferably in a call center environment.
Strong skills in selling, customer service, presentation, facilitation, and training delivery.
Ability to work independently and collaboratively, manage multiple projects, and complete the full training cycle.
Proficiency in training methodologies (adult learning, instructional design), e-learning software, and technical writing.
Excellent communication, analytical, and problem-solving skills
Sense of humor.
Bachelor's degree in Training & Development, Instructional Design, Human Resources, or a related field
MUST be able to work a hybrid schedule (3 days in Irving or Waco, TX office, 2 days remote).

Nice To Haves

Experience in home services, selling, and contact centers a plus.
Master's degree preferred

Responsibilities

Ensuring that new call center agents have a clear understanding of the company's values and customer service standards, as well as brand procedures and system protocols.
Staying updated on product and service offerings to provide accurate and up-to-date information during training sessions.
Developing training modules focused on system and product knowledge, selling skills, customer handling techniques, and problem-solving skills, and deliver these to the call center vendor partners for constant training reinforcement.
Monitoring the performance of call center agents through call monitoring, quality assurance scorecards, and others during the training period and beyond.
Designing and developing materials, programs, curriculum, and course-level content to support online or on-site training that will facilitate structured course requirements through classroom and self-learning options.
Collaborating with the partner’s QA Departments to align on QA Metrics and goals, as well as agent QA performance.