Bilingual Quality and Training Specialist

Bilingual Quality and Training Specialist

Join to apply for the Bilingual Quality and Training Specialist role at North End Teleservices LLC

Job Duties

• Responsible for developing and documenting client operating procedures; creating CSR and facilitator training program materials, skills assessments, leadership training as well as a variety of other training needs the client and / or company need.
• Must handle contacts and complete required phone time in order to stay up-to-date on directives and processes.
• Conduct and regularly review contents of training including soft skills, general customer service skills, listening skills, de-escalation skills, sales training, contact center policies and procedures, leadership skills etc.
• Manage and coach CSR during new hire training process to adhere to NET policy and procedures, while documenting performance issues as appropriate.
• Develop and conduct education courses for existing CSR's to help prepare them for advancement roles.
• Conduct post-training monitoring of CSR's multichannel customer contacts and provide feedback.
• Conduct ongoing monitoring of CSR's multichannel customer contacts and provide feedback.
• Create and use trending data from Quality Assurance, Operations and other functional areas to create and improve performance; create one-on- one or group trainings to resolve training discrepancies and communicate quality performance internally and to client.
• Evaluate training requirements and establish training agenda, goals / completion milestones.
• Participate in and conduct "Train the trainer".
• Assist in selection process of potential candidates.
• Schedule and facilitate quality calibrations with clients.
• Attend client meetings as required.
• Assist in development of client Quarterly Business Reviews.
• Work with team to develop and facilitate motivational activities for CSR's.
• Provide assistance in developing cross-departmental training materials and SOPs, as required.
• Responsible for branding of documents and management of document branding.
• Monitors CSR calls / contacts and review for accuracy of information and handling standards.
• Verifies CSR are providing accurate solutions to customers.
• Records evaluations utilizing departmental quality and monitoring processes.
• Prepares and analyzes quality reports for issues, trends and proactively identifying opportunities for improvement and success.
• Actively participates in the design and quality monitoring processes and procedures.
• Creates and maintains a positive customer relationship including problem solving / resolution, interfacing with others and establishing new relationships.
• Provides timely and efficient feedback on all contact quality.
• Maintain professional composure during collaboration sessions and other client interactions.
• Research required information and resolve inquiries using available resources.
• Perform other duties as assigned.

Skills

Experience

Compensation

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate With Skills And Experience.

Attendance and Punctuality

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time, because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices, LLC.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

This position has no supervisory responsibilities.

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