Training & Quality Specialist

Pella Corporation • Pella, IA

5d • Onsite

About The Position

Responsible for supporting and assisting with training, evaluating, identifying and coaching on key behaviors that drive improvement to the overall customer experience. This position will work to identify broken internal processes, and recommend how to bridge the gap, improve the broken internal processes and collaborate with other support teams impacted by these changes. In addition to conducting training and performing call monitoring audits, the specialist may also audit after call surveys, as well as email and written correspondence communication. This specialist will conduct quality calibration meetings while assisting in reporting quality trends to leadership and recommend training as needed. Primary responsibilities include conducting training within the Customer Service teams as well as the development of the quality assurance programs for the Customer Service team with specific duties outlined below.

Requirements

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Word, Excel, Power Point, visual-audio equipment, Visio and all systems utilized to support Pella’s customers.

Responsibilities

• Assess agents’ interaction with customers against a set of quality standards which includes subjective components such as soft skills and courtesy in addition to required company processes.
• Remain current on customer service processes through periodic processing of transactional items and phone calls
• Conduct training and maintain training materials as needed in Customer Service
• Evaluate and score agent to customer interactions.
• Provide quality coaching feedback to employees.
• Monitor and track trends month over month, measuring agent performance metrics.
• Maintains knowledge of Pella products, processes and systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree