Job Description:

SD Training & Quality Specialist

Job Locations

US-NE-Bellevue

Overview

The Training and Quality Specialist is responsible for providing expert training, mentoring, and quality assurance feedback support to new and existing Analysts and Specialists. The Training & Quality Specialist is considered a Subject Matter Expert on our client accounts/process and a trusted source of information for the staff. This position is the initial contact for new hires and plays a critical role in conveying corporate values and expectations as well as training on the specific job functions to set the stage for agent success. The position is also required to perform in a front-line role to remain current and identify process or procedure improvements. The position may also be required to periodically assist the Operation in a front-line role as business workloads dictate.

Responsibilities

Provides quality internal and external customer service surrounding the Company values.

Quality Assurance:

• Performs quality assurance reviews of tickets to ensure proper handling


• Listens to live or review recorded phone calls to ensure appropriate customer service and documented processes are used on a consistent basis


• Provides feedback to employees via multiple methods for learning opportunities, reinforcement and successes related to quality audits performed


• Communicates feedback to contribute to creation and improvements in the new Quality Assurance program.


• Partners with Operations team to determine and assist in the implementation of trend fixes.

Training:

• Plays a key role in the training, onboarding and mentoring of new employees to ensure they understand the processes and procedures related to the support needs.


• Performs retraining of employees when required to address gaps in progress performance


• Provides feedback to management regarding new employee performance with regards to audits and training.


• Proactively provides feedback to management around suggested changes and up-trainings that would result in better quality audits and improved client satisfaction


• Creates/maintains new hire training program/curriculum.

Analyst/Specialist:

• Meets monthly requirements for tickets and phone calls received to maintain currency on processes and procedures for each client they train.


• Assists with ticket and phone call work when work volume dictates.

Qualifications

• Ability to maintain privacy and confidentiality of information regarding employee QA results.


• Skill to address performance gaps in a professional manner with employees


• Talent to communicate with all levels of Department management


• Aptitude to learn and become a Subject Matter Expert on the clients being supported


• Adequate professional experience and knowledge to perform Job Responsibilities


• Excellent verbal, written, and interpersonal skills


• Capability to prioritize and organize effectively


• Ability to work on multiple projects simultaneously


• Self-Starter and Team Player


• Willingness to work in a fast moving, team-oriented, collaborative environment with tight deadlines


• Proficiency in using MS Office Suite and Windows-based computer applications

Preferred Experience

• At least 12 months in HDS/EOC with preference to those who have training and quality assurance experience.