Quality Assurance And Training Specialist

Merit’s verified identity ecosystem helps trusted organizations across government and enterprise solve critical real-world problems in workforce development, emergency services, licensing, education, defense readiness, and other sectors. Thousands of trusted organizations - including government agencies and nonprofits - use Merit for digital verification of credentials, licenses, training, and skills.

Using Merit, organizations can capture and certify people-data in containers called merits (Watch this video to learn more: What is Merit?), and grant them to individuals. All of an individual’s merits are stored in one place, providing people agency over their verified data, giving people secure access and selective sharing with other organizations.

By connecting organizations and individuals, the Merit Platform supports a robust verified identity network that serves as a source of truth and trust for entire industries; bringing visibility, liquidity, and trust to people’s data.

The Role

As a contracted Quality Assurance and Training Specialist at Merit, you will be part of a team that helps businesses and organizations connect with Merit solutions. You will review communications via email, phone, and SMS to help improve our process and outcome. Additionally, you will point to solutions, training and resources available to reach desired outcomes. This role is ideal for an individual who enjoys using clear and specific instruction to help others improve their communication. A mastery of HubSpot sales tools, Dialpad and prior experience in training others will enable success in this role.

Responsibilities

● Review email, Ai summaries, and SMS communications along with live monitoring

● Review templates and sequences for accuracy, tone and messaging

● Provide actionable and positive feedback to team lead and individuals

● Maintain records of evaluations and create meaningful reporting

● Communicate in an encouraging and positive manner leading to the overall betterment of the team

● Maintain consistent awareness of program guidelines and other operational processes to stay abreast of changes to various practices

Qualifications

● 1+ year experience supporting the workforce and education industries

● 1+ year experience in sales quality assurance

● 1+ year of training sales support professionals to improve communication using homegrown or public-facing resources

● 1+ year experience with HubSpot sales tools

● 1+ year experience with Dialpad or similar softphone tool

● Passion for leaving people better than you found them

● Mastery of GSuite including experience with Google Sheets, Excel, or both

● Ability to multitask effectively and follow through on tasks

● Excellent communication skills, both written and verbal

● Highly motivated, values-driven team player with high energy, and enthusiasm

Soft Skills

● Active Listening

● Attention to detail

● Positive Vocabulary

● Managing Ambiguity

● Creative Problem Solving

● Time Management

● Follow-up Questioning

● Air-tight Follow Through

At Merit, we don’t just accept differences; we celebrate, support and value it for the innate benefit of our employees, the competitive advantage of our products, and the strength of the communities we are a part of. Merit is proud to be an equal-opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We will do our best to accommodate any disabilities or special needs you may have.