Training And Quality Specialist

Bassett Furniture Industries Incorporated Bassett , VA 24055

Posted 2 months ago

Training and Quality Specialist

Job Summary

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.

Reports To:

Senior Director Customer Success

Additional Collaboration with

Customer Experience Manager

Senior Manager, Learning and Development

Training Specialist

Essential Functions

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

Required Experience/Abilities/Skills

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

Ability to:

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.

EEO/AA-M/F/V/D

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Training And Quality Specialist

Bassett Furniture Industries Incorporated