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Contact Center Quality Auditor
Recruited by HomeSafe Alliance 9 months ago
Address Albuquerque, NM, United States
Contact Center Trainer Jobs
Company | HomeSafe Alliance |
Address | Albuquerque, NM, United States |
Employment type | FULL_TIME |
Salary | |
Category | Armed Forces |
Expires | 2023-07-09 |
Posted at | 9 months ago |
Title
- Collaborate with Quality Assurance, Customer Experience, and Employee Experience teams to identify performance and effectiveness gaps and implement solutions, including ad hoc training, curriculum enhancements, and improvements in knowledge resources.
- Assist with training development and updates as needed.
- Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.
- Assure interactive, participative learning environment that supports all learning styles and abilities.
- Consistently and effectively deliver all training to contact center employees through virtual classroom, self-directed, and formal/informal collaborative learning environments.
- Quickly become a Subject Matter Expert (SME) in all facets of the move processes: DoD regulations, service member entitlements, shipment documentation, support systems.
- Other duties as assigned.
- Evaluate and reflect on each training module, class, and post-training learning assessment and provide recommendations for improving effectiveness.
- Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.
- As a SME, assist with the build out of and continuous updates to the Knowledge Management system which will provide the ultimate source of truth for information needed by Customer Care and others to provide accurate and timely information to customers.
- Facilitate training for new hire onboarding, job skills, systems and tools, process, policy, and tool updates, and ad hoc training to refresh skills and close knowledge gaps.
- Assist with Individual Development Plans and on-the-job training as needed.
- Strong verbal and written communication skills
- Experience with Microsoft Office Suite to include Word, Excel, PowerPoint, Outlook
- Effective presentation and facilitation skills
- 3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually
- High School diploma or GED
- Knowledge of principles, methods, and practices of adult education/training
- Ability to quickly learn, retain, and teach complex subject matter
- Excellent interpersonal skills
- Experience working in a multi-channel contact center environment
- Experience with military or relocation moves
- Experience with Knowledge Management systems
- Military experience and/or immediate family member of a military member while active duty
- Experience developing training curriculum
- Bachelor's degree preferred
- Medical, Dental and Vision Insurance.
- And more!
- Employee Support program
- Family Support: Bright Horizons, child and elder care services
- Disability, Life and AD&D insurance
- Teladoc Medical Experts, second opinion program
- Health and Wellness Programs
- 401(k)
- Voluntary Benefit Plans
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- TRICARE Supplement Plan
- Travel Accident & Medical
- Health and Wellness Programs
- And more!
- Medical, Dental and Vision Insurance.
- Family Support: Bright Horizons, child and elder care services
- 401(k)
- Disability, Life and AD&D insurance
- Voluntary Benefit Plans
- Teladoc Medical Experts, second opinion program
- Travel Accident & Medical
- Employee Support program
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- TRICARE Supplement Plan
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