Training and Quality Specialist
The Service Center Training and Quality Specialist is primarily responsible for the creation, facilitation and delivery of training to service center teams. The delivery of training materials could be to audiences ranging from one on one sessions to large training classes.
The service center trainer will be expected to guide the authoring and implementation of training programs that support the service center objectives. The individual should also be able to effectively assist users with questions and problems associated with the use of desktop systems.
This position requires strong verbal and written communication skills as well as a core commitment to the customer experience and an ability to de-escalate situations. The Service Center Training and Quality Specialist is expected to have an excellent working knowledge of Microsoft Office products as well as possess exemplary time management and problem-solving skills.
Senior Director Customer Success
Additional Collaboration with
Customer Experience Manager
Senior Manager, Learning and Development
Daily review of agent support requests to identify training and development opportunities
Regular maintenance and versioning of the company's knowledge article base
Create concise knowledge articles and job aides for daily agent use
Suggest and coordinate implementation of process changes based on opportunities for improvement (OFI's)
Develop content for team meetings including role play, gamification and scenario-based training
Keep a productive, and FUN environment for a team of agents
Monitor and score live and/or recorded calls for the development of one on one coaching and training opportunities
Work closely with the training team to convert existing and new product and process training for Customer Care Agent consumption utilizing the online LMS platform
Regularly discover and document company processes for the purpose of easy access content
Develop decision trees with defined end points and next steps for agent use
Associate's degree or equivalent training experience
At least 3 years' experience in contact center training
Proven history of training content creation
Experience with Learning Management Systems including content development and library maintenance
Commitment to our companies Vision and Values at all times
Answer multi-line phone system
Ability to perform work of all subordinates when necessary
Display strong customer orientation
Exhibits Time Management: the ability to organize and manage multiple priorities
Provide excellent interpersonal and communication skills
Work as a team with an enthusiastic attitude
Assist objectively with problems involving various customer service situations
Efficient in Microsoft Word and Excel
Learn and operate the Storis/JD Edwards/Salesforce systems
Lift and or move up to 25 pounds
Walk, stand, sit, use hands and fingers, handle or feel objects, use and/or control tools, reach with hands and arms, climb stairs, balance, stop, kneel, crouch or crawl, talk and hear, and see up close, in color, depth and distance vision, as well as the ability to adjust focus.
Bassett Furniture Industries is an equal opportunity and affirmative action employer and does not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, veterans status or other protected category. Bassett is dedicated to ensuring that qualified applicants are employed and that employees are treated consistently during employment, without regard to their race, color, religion, sex, national origin, disability, age, veterans status or other protected category.
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Bassett Furniture Industries Incorporated