Contractual Advanced Associate, Customer Service

Under the direction of the Supervisor, Training and Quality, the Quality & Training Coordinator is responsible for Operations training and documentation, coaching employees, monitoring calls/chats/emails for quality, and assisting with the quality of other work performed within Operations. The Coordinator provides feedback to employees performing the work to help ensure that customers receive great customer service.  

Responsibilities

Working closely with the Call Center Agents, Supervisors, Leads, Human Resources, and other team members, the Quality and Training Coordinator provides various training and documentation services to satisfy the needs from Call Center staff to provide high-quality service. The goals are to increase efficiencies within the call center to meet overall department goals. 

Training Development and Delivery

• Assist in developing and maintaining reference materials for training

• Assist in building training objectives and agendas

• Conduct online training as directed for new hires or up-training and ongoing refreshers for existing staff

• Secret shop OnVUE greeters and proctors 

• Maintain documentation summarizing training received by each employee

• Monitor training success via surveys, escalation analysis, and quality reviews

• Work with Supervisor and peers to ensure training responsibilities are met

Performance Feedback

• Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings. 

• Identify opportunities for continuous training improvements

   

Call/Chat/Email/OnVUE/Other Monitoring

• Monitor candidate-facing interactions and ensure that all customers are receiving quality service

• Ensure agents and Global centers are meeting call center quality goals

• Score monitored calls based on company Quality Guidelines

• Perform secret shops of OnVUE greeters and proctors; includes being recorded on video, a capture of your government ID, and your testing environment being reviewed

Client Guide, Teams Page, and Process Document Maintenance

• Maintain Teams Page content 

• Update client guides, agent pages, and process documents based on information from Program Managers, Coordinators, or Operations Management to ensure accuracy and consistency

• Search for areas of opportunity to develop these pages for ease of use for all users

Education and Experience:

• Minimum High School Diploma or Equivalent 

• Bachelor’s Degree preferred or equivalent work experience

• Experience training, teaching, or coaching

• 3+ years customer service experience preferred

Skills, Knowledge, and Abilities:

• Excellent oral and written communication skills

• Familiar with various training tools and models; understanding of learning styles preferred

• Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)

• Effective problem-solving skills

• Conflict management skills 

• Strong organization skills

• Interpersonal savvy and ability to influence and relate to others

• Time management skills

• Ability to deal with ambiguity and overcome objections

• Quickly and effectively adapt to changes

• Must be patient, positive, and professional

• Strong customer service skills

• Coaching skills preferred

• Strong attention to detail

• Ability to set and meet goals

Other (license/certification):

• Knowledge of Pearson VUE Regulatory and Professional clients is preferred 

• Working knowledge of Registration Manager, VSS, and Service Direct