Training and QA Lead

Title: Training & Quality Lead

Location: 13929 Center Lake Dr. Austin, TX, 78753 Parmer 4.2 Suite 125

Hours: Mon-Fri 7:30– 4:30pm OR 8-5pm CT

Duration: 6 Months

Client is seeking a Training/ Quality Lead- Trust & Safety who combines excellent training, quality, policy and organizational skills with the ability to function effectively to bring their talent to our team. As a Training & Quality Lead- Trust & Safety, you will be responsible for new hire coaching, communication and classroom training, providing feedback and coaching to agents on transactions, driving insights within in the team as a part of continuous improvement.

Primary Responsibilities:

· Conduct audit transactions as defined by the client & close loop the feedback and coaching.

· Structure on-boarding training requirements.

· Ensure all new employees go through the defined new hire learning path for their respective roles.

· Participate in and lead activities and work with the client and stakeholders to ensure that processes knowledge is documented and transferred to the operations team.

· Support new hires during OJT and go live.

· Manage/provide refresher and remedial training for existing employees.

· Maintain trainee data and information in the central repository to ensure audit readiness.

· Analyze training needs for employees, single point of contact for the account for any training requirements.

· Provide pro-active training intervention / guidance to leadership targeting metric / business impact.

Qualifications:

· Bachelor’s degree.

· Minimum 2 years experience in a relatable Trainer / Quality analyst role.

· Acquainted with the communication nuances for the possible kinds of errors that one would expect in this setting.