Customer Experience Quality and Training Specialist

Job Description

Job Description

This is an entry level role for our Customer Experience Quality and Training Specialist (Training Specialist or Trainer) whom will report to the Customer Experience Manager (CXM).

In some cases, the CXM is assisted indirectly / directly by another Training Specialist and / or Supervisor. The Training Specialist is responsible for the overall Training, Learning, and Knowledge experience of North End employees, including making training content, facilitating and administering various training and learning sessions, courses, and refreshers to ensure that employees have the Customer Experience and Training tools & knowledge needed to understand, grow, and execute their position(s).

Function Skills Summary :

• Review and Analyze
• Lead and Guide
• Teach, Train, and Develop
• Plan and Organize
• Problem-Solving
• Strong Work Ethic

Customer Experience Training Specialist Job Duties :

• Responsible for developing, documenting, and maintaining client operating procedures, training documentation, and any content related to the procedural learning of North End employees.
• Conduct and periodically review contents of training of new employees, including soft skills, general customer service skills, listening skills, de-escalation skills, and contact center policies and procedures.
• Develop and conduct training and learning sessions for new and existing employees to help prepare them for their positions and North End career and / or cross-department roles.
• Use trending data from the Quality group in CX, Operations, and other functional areas to create and improve performance and then create one-on-one or group training to resolve training discrepancies.
• Evaluate client's training requirements and establish training goals / completion milestones.
• Participate in and conduct "Train the trainer."
• Assist in the selection process of potential candidates.
• Manage and coach employees during onboarding and new hire process.
• Work with team to develop and facilitate motivational activities for employees.
• Assist in developing cross-departmental training materials and SOPs, as required.
• Perform other duties as assigned.

Skills

• Excellent verbal, written, and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be a self-motivator and self-starter.
• Focus on quality and customer service.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability, writing proficiency, and visual graphic design ability.
• Ability to multitask and successfully operate in a fast-paced team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Strong facilitation / communication skills.
• Excellent documentation skills.
• Customer Experience team members must display and invoke an intermediate supervisory level of Emotional Intelligence in all situations and interactions internal and external of the Customer Experience team;

this includes, but is not limited to, individual coaching sessions, training sessions, team meetings, intradepartmental meetings, client meetings, any form of external meeting or company interaction

• Must be able to lead small to large groups via various platforms and methods in a professional and knowledgeable manner
• Ability to maintain professional composure at all times.

Experience

• 2-3 years of prior adult training or teaching experience.
• 2-3 years of contact center experience.
• 3 years of training development experience.
• 1 year of front-line leadership experience, preferred but not required

Compensation

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.

Attendance and Punctuality

Employees will follow the assigned work schedule and comply with the attendance and established punctuality requirements.

North End Teleservices is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

Equal Opportunity Employer- minorities / females / veterans / individuals with disabilities / sexual orientation / gender identity.