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 trainingcurriculum 
• 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