Training Facilitator/ Quality Assurance Analyst

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