Quality Assurance Trainer
Quick Apply Full-time 8 days ago Full Job Description Not a remote position The Quality Assurance Trainer (QA) is responsible for training and assessing the quality and performance of our call center associates.
The QA Trainer will conduct and teach weekly new hire training classes and will monitor inbound and outbound call responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
The Quality Assurance Trainer will also assist in developing, creating and implementing call center training, quality processes and other procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience.
1 YEAR CALL CENTER and QA Experience is A+++
High energy, confidence and being comfortable speaking to large groups is required.
Facilitate New Hire Training and transition call center representatives to their campaign team at the completion of training.
Performs call monitoring and provides trend data to site management team.
Conducts group and one-on-one training.
Participates in design of call monitoring formats and quality standards.
Performs post-training audits to ensure training effectiveness.
Makes recommendations regarding training needs to supervisor.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
Microsoft Excel experience preferred but not required.
Job Type:
Full-time Pay:
From $55,000.
00 per year
Benefits:
Paid time off Experience level:
2 years Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
In-person Ability to commute/relocate:
Fort Lauderdale, FL 33334:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
How many years of call center QA experience do you have? Do you have any experience with training call center representatives? Work Location:
One location Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
The QA Trainer will conduct and teach weekly new hire training classes and will monitor inbound and outbound call responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
The Quality Assurance Trainer will also assist in developing, creating and implementing call center training, quality processes and other procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience.
1 YEAR CALL CENTER and QA Experience is A+++
High energy, confidence and being comfortable speaking to large groups is required.
Facilitate New Hire Training and transition call center representatives to their campaign team at the completion of training.
Performs call monitoring and provides trend data to site management team.
Conducts group and one-on-one training.
Participates in design of call monitoring formats and quality standards.
Performs post-training audits to ensure training effectiveness.
Makes recommendations regarding training needs to supervisor.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
Microsoft Excel experience preferred but not required.
Job Type:
Full-time Pay:
From $55,000.
00 per year
Benefits:
Paid time off Experience level:
2 years Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
In-person Ability to commute/relocate:
Fort Lauderdale, FL 33334:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
How many years of call center QA experience do you have? Do you have any experience with training call center representatives? Work Location:
One location Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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