Quality Assurance Analyst/Training Facilitator

About the Job

We are changing the way people think about customer service, and we need your help!

Are you a leader with a passion to help people learn? We re looking for a Quality Assurance Analyst/Training Facilitator to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We re looking for a performance-driven individual who is eager to innovate new opportunities.

As Quality Assurance Analyst/Training Facilitator, You Will

Main Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed

• Complete Quality Assurance and coaching session reports on a weekly basis

• Attend and participate in meetings with supervisors and managers to review monitoring lists

• Attend and participate in partner and internal calibration meetings

• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers

• Report scripting problems or questions from callers to appropriate departments

Secondary Responsibilities

• Provide training to new and existing employees

• Develop and deliver training plans and curriculum to classes of up to 25 people

• Develop and utilize a variety of creative teaching techniques

• Develops and administers knowledge assessment testing

• Assist with QA monitoring, feedback and coaching

• Maintain up-to-date reporting on training progress, effectiveness and improvements

• Perform other duties as assigned

As Quality Assurance Analyst/Training Facilitator, You Have

• BS/BA in Education or Business Administration or equivalent work experience required

• 3+ years previous contact center experience preferred

• 1-2 years of Quality Assurance experience (preferred)

• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum

• Experience in customer service training

• Intermediate knowledge of MS Excel, MS Word and MS Office (required)

• Strong verbal and written communication skills, including spelling and grammar

• Excellent organizational and time management skills

• Ability to multi-task under high-pressure situations

• Ability to solve problems and offer suggestions in a positive and developmental manner

• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls

• Ability to perform basic mathematical functions to ensure scoring accuracy

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

• Valid travel documents for international travel