Training And Quality Assurance Coordinator

Title: Training and Quality Assurance Coordinator

Reports To: Training and Quality Assurance Manager

Summary: The Training and Quality Assurance Coordinator supports the development and implementation of training strategies, plans, and processes to achieve organizational goals. This position additionally will preserve service excellence through monitoring, and assessing customer interactions; documenting agent performance strengths, weaknesses, opportunities, and threats; use a Quality Management System (Five9/Virtual Observer); highlighting immediate quality issues; assisting in generating standard process measurement reporting; to monitor and track performance measures for the operations; and developing and updating quality guidelines and procedures.

Responsibilities:

Functional Responsibilities (Training):

• Assist with the implement of a systematic New Hire and Recurrent

Training curriculum & update as new knowledge is gained

• Support in the development of teaching tools, curriculum, and assessments

• Monitors and analyzes ongoing trends to improve training and effectiveness

of programs/initiatives

• Works with various departments' subject matter experts to increase/maintain

knowledge base integrity and vitality

• Maintain records of all training activities- attendance & evaluations

• Coordinate training schedules for all APAR departments, track and create

reports on outcomes of all training and maintain training records.

• Track new hires on company departmental training procedures and use the best training methods for a specific purpose or audience.

• Gather and evaluate information from employees and management on previous training to identify weaknesses and areas that need additional training.

• Inform employees on scheduled training and track their progress.

• Attends and participates in meetings with supervisors to review current Training initiatives

Functional Responsibilities (Quality Assurance):

• Assist in the monitoring of agent's performance daily by listening to, and

evaluating calls/incidents based on established goals and expectations

• Provides feedback to QA Manager on quality of service to ensure proper

procedures, customer satisfaction and compliance expectations are being

followed and met

• Assist Quality Assurance Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.

• Attend and participate in quality assurance monthly meeting

• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.

• Become a subject matter expert in all business segments.

• Offers suggestions to the Training and Quality Assurance Manager for process improvement to foster exceptional customer experience.

• Assists with the updating of procedure/training manuals.

• Maintains overall objectivity in supporting consistent and superior customer

service.

• Other duties as assigned by Training and Quality Assurance Manager

Experience:

• Excellent communication (speak clearly and listen attentively) and strong relationship building skills

• Customer service focused and proven problem solver with escalation handling skills

• Advanced knowledge of Microsoft Office products (Excel, PowerPoint,

Project, Word, & Outlook)

• Clear, energetic, and engaging presentation with strong communication skills

• Ability to analyze and resolve problems quickly

• Comfortable with challenging the status quo

• Ability to work with a team or independently and be a self-starter

• Innovative and seeking newest technologies to further the program

• Detail oriented and strong process documentation skills

• Ability to focus in a high volume- high pressure environment

• Results driven, self-motivated & strong conflict resolution skills

• Must be able to effectively coach employees on processes and effectively deliver New Hire and Recurrent Training

• Demonstrates organizational and planning skills, practice good time management and meet deadlines

• Must demonstrate professional business etiquette

Education:

• Preferred Bachelor's Level Degree or higher

Physical Requirements:

• Sit, Stand, Walk and Stoop for a prolonged period

• Talk, Hear, and use hands to finger and handle controls and office equipment

• Frequently required to reach with hands and arms

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.