Training and Quality Specialist

Versiti, Inc. • Indianapolis, IN

15d

About The Position

Under the direction of the Training & Quality Manager, the Specialist Training and Quality assists in the daily overall operation of donor recruiting activities. The primary focus is to monitor and score calls, chats, and social media responses for agents. In addition, this role will analyze reports, track recruiting trends, and make recommendations to leadership to improve recruiting performance.

Requirements

• High School Diploma required
• 1-3 years Proficient customer service experience required
• 1-3 years Minimum 2 years contact center experience preferred
• 1-3 years Outbound or sales experience preferred
• 1-3 years Experience in monitoring contact center calls preferred
• 1-3 years Previous coaching and/or presentation skills required
• Advanced (“Power User”) Microsoft Office Suite required
• Excellent oral and written communication skills, specifically with interactions over email, documentation, and speaking to the team required
• Excellent editing and proof-reading skills required
• Excellent problem-solving and service recovery skills required
• Excellent organizational skills required
• Demonstrated ability to multi-task, while maintaining attention to detail required
• Demonstrated ability to maintain confidentiality required
• Proficient initiative and self-directed required
• Personal Computer (desktop, laptop) required
• Microsoft Office products required
• Must learn contact center-specific programs (HemaTerra) required

Nice To Haves

• Associate's Degree preferred

Responsibilities

• Monitors agent calls, chats, social media replies, emails, and texts using set donor experience standards
• Assists in the development of the quality programs and makes edits, as needed
• Facilitates individual and group coaching sessions with agents to improve scores/performance
• Monitors and reviews employee performance to ensure productivity and exceptional performance
• Keeps management informed of daily operations and issues
• Provides input, suggestions, and ideas for effective customer-service and donor retention programs.
• Creates, edits, and utilizes quality scorecards
• Executes Recruitment quality program to understand opportunities with Coordinators
• Ensures processes are followed effectively and efficiently to maximize productivity; intervene and assists in resolving operational problems
• Identifies trends or opportunities and make recommendations for changes and/or improvements
• Creates, updates, and maintains resource material
• Creates, updates, and maintains scripts for calls and recordings, working in conjunction with Donor Marketing and Donor Group Recruiting
• Responsible for proactively communicating improvements needed
• Delivering coaching to employees who may be under performing
• Responsible for assisting with training sessions, as needed
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Benefits

• Medical, Dental, and Vision Plans
• Paid Time Off (PTO) and Holidays
• Short- and Long-term disability
• life insurance
• 7% match dollar for dollar 401(k)
• voluntary programs
• discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED