Customer Operations Trainer Intermediate

The Quality Assurance and Training Specialist is responsible for completing monthly quality observations of customer contacts into any one of the customer service channels within ETG and conducting employee training as needed. The incumbent is responsible for completing an assigned number of monitors each month, evaluating these contacts within the quality
management software and providing feedback to the representatives scored.

This role will provide constructive coaching to representatives, create development plans, and coordinate with leadership on employee development. The incumbent will also leverage the quality process to identify opportunities for process improvement or training enhancements and provide those recommendations to leadership. The incumbent is also responsible for the facilitation of a variety of training programs covering topics including but not limited to customer service, soft skills, system navigation and business process. Additionally, this role will collaborate with leadership to enhance the employee experience through a variety of engagement programs.

• Monitor and score various customer contacts including inbound and outbound calls.
• Conduct monthly coaching sessions with representatives to review scored observations, create and implement personalized development plans; work closely with Contact Center leadership to monitor representative development.
• Provide ongoing analysis of recorded and real time customer interactions and leverage learnings to make recommendations to leadership on training and process improvement opportunities.
• Utilize feedback from customers and industry best practices to facilitate improved quality of services being provided.
• Assess root causes for any gaps in performance and determine remediation steps, such as training gaps, agent performance issues, or process improvement opportunities.
• Conducts training in areas related to Customer Experience, including but not limited to Customer Service, Collections, Billing, and Dispatch. Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
• Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
• Collaborate with leadership to continuously enhance employee experience.
• Performs other duties as assigned.

• Bachelor’s degree with 2 years of relevant experience, or;
• Master’s degree with 0 years of relevant experience.
• Equivalent work experience may be considered in lieu of degree.

• Professional demeanor, solid written and verbal communication and customer service skills
• Strong organization and time management skills, with an ability to work independently in a fast-paced environment and prioritize work appropriately
• Excellent facilitation skills in group dynamics
• Excellent interpersonal and coaching skills – ability to deliver constructive, direct and objective feedback to contact center managers and representatives while supporting customer service representative development through training, guidance, mentoring and coaching
• Ability to identify, investigate and implement process improvement opportunities and make recommendations to leadership based on findings from Quality Assurance process

• Flexible vacation, Paid Time Off, and Sick Leave package
• Comprehensive Health, Dental, and Vision Insurance
• Short-term and Long-term Disability Insurance
• 401(k), with generous company match
• Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.

$57,375 - 91,800