Training & Quality Coordinator Jobs

Zipcar serves millions of member contacts each year across a growing number of support channels to meet the needs and expectations of our drivers. The Training & Quality Coordinator is positioned to fully deliver on Zipcar’s priority of obsessing about the member experience and will play an integral role within the Member Services team.

The Training & Quality Coordinator will play a crucial role in ensuring Zipcar’s Member Services teams produce and sustain world-class support. The coordinator role is positioned at the intersection of learning, quality control, and support operations and serves to reinforce, enhance, and extend the quality of customer care.

The Training & Quality Coordinator will work in close proximity and partnership with our learning leads to develop and deliver comprehensive learning material for our support agents, including lessons, instructional material, extension activities, assessments, and remedial plans. The artifacts and resources developed in support of agent knowledge are stored across several digital repositories, of which the coordinator will serve as a key maintainer.

The Training & Quality Coordinator will provide continuous monitoring of customer contacts to ensure quality expectations are upheld. Insights & learnings from contact evaluations & reviews will be delivered back into the organization to ensure continuous improvement standards are applied across all functions and at all levels.

Duties and Responsibilities

• Deliver all training material in a variety of mediums (in-person, videoconference, recordings) to Zipcar's vendor support training team, agent cohorts, & internal support teams, demonstrating instructional best practices
• Regularly observe & evaluate agent contacts across all lines of business, review results, & calibrate with quality control teams to ensure a rigorous and aligned feedback process is retained
• Manage, maintain, & evolve all official quality control scorecards
• Design and develop all training content and learning material, including product- and process-specific content, for adult learners in remote and outsourced locations (domestic and international)
• Host regular learner focus groups & conduct post-training surveys to capture feedback, learnings, and opportunities which can be used to inform and advance future training efforts
• Develop & maintain feedback loops across quality assurance, training operations, & support operations
• Support administrative duties in relation to the management and maintenance of internal documentation & learning management systems
• Execute training oversight program responsibilities, including trainer certification, formal & informal lesson observations & scoring, and internal training quality calibrations to ensure support staff meet acceptable delivery standards
• Collaborate with solution and subject matter experts throughout the organization to develop informed and comprehensive training content

Requirements & Qualifications

• Experience delivering content to a wide variety of learner types, including ESL learners
• Ability to analyze and understand complex information and communicate it clearly and succinctly
• High level of comfort or experience working with a variety of software-based tools (SaaS platforms, LMS, internal wiki’s, agent support tools, etc.)
• Ability to effectively prioritize, work in a fast-paced environment, and deal with constant change and, at times, ambiguity
• 1-2 years of experience aligned with the responsibilities for this position
• Technical aptitude, proven grasp of complex toolsets, and the ability to pick up new concepts quickly
• Collaborative in nature and able to seek out SMEs and key personnel as needed
• Strong written, verbal, and presentation skills
• Undergraduate degree preferred
• Proven track record of meeting project deadlines/deliverables with successful outcome
• Experience working with, coaching, or managing BPO support vendors
• Experience working with an outsourced support and service model
• Excellent change orientation and management skills
• Knowledge of process improvement techniques and experience in applying them

Travel Requirements

• Up to 10% of international travel is required

What tops off the tank:   

• Community involvement opportunities 
• Free Zipcar Membership and other employee discounts, including discounts on renting and buying Avis/Budget cars  
• 401(k) Retirement Plan with company matched contributions  
• Bicycle Reimbursement program  
• Generous paid time off and Parental Leave options   
• Competitive Medical, Dental, Vision, Life and Disability Insurance and other voluntary benefits through our parent company, Avis Budget Group 
• Tax-free benefit for public transportation or parking expenses 

Who are we?  

Glad you asked! Zipcar is the world’s leading car-sharing network, found in urban areas and university campuses in more than 500 cities and towns. Our team is smart, creative and fun, and we’re driven by a mission – to enable simple and responsible urban living.   

The extra mile:

We encourage Zipsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.

Boston

Massachusetts

United States of America