Summary of Position

The QA/Training Coordinator 2 is responsible for developing and delivering training materials to staff members, monitoring and evaluating quality assurance plans, and addressing remedial training needs.

Essential job requirements

• Ensures activities and processes comply with both company quality standards and applicable contractual standards
• Enters, transcribes, records, stores, or maintains information in written, electronic and magnetic form relating to services, processes and quality systems
• Researches, develops, plans, organizes and delivers training materials to staff members, administers course exams and material review for new hires, conducts ongoing and remedial staff training
• Enhances the skills and knowledge of employees through training programs focused on job-specific program competencies and soft skills.
• Writes materials for new training programs and review, evaluate and modify existing and proposed programs
• Schedules training sessions with individual training programs, ensuring facility setup, audiovisual setup, and employee notification
• Monitors staff related to call monitoring, data entry, and overall customer service functions
• Conducts live monitored calls when training classes are not in session; provides one-on-one coaching to call center employees based on the outcome.
• Provides required training reports in a timely manner to the Training Manager (live monitored calls, new hire training classes, training activities and outcomes).
• Conducts quality assurance for completeness, accuracy, consistency and conformity
• Coordinates review activities as assigned by management and documents the disposition of evaluation challenges
• Maintains updated knowledge of the program, including policies and procedures as referenced in the employee and quality manual
• Researches and gathers data for special studies
• Regular and timely attendance
• Other duties as assigned

Required Education

Associate’s degree from an accredited college or university preferred. Additional experience will be considered in lieu of degree. Experience coaching, training, and motivating employees.

Required Experience

• 1 year experience in a contact center or customer service training environment required
• Experience with adult learning principles
• Experience moderating large groups
• Professional experience with Microsoft Office products
• Demonstrated interpersonal skills, presentation skills, ability to work productively with all levels in an organization