Specialist Quality & Development
| Company | Academy Sports + Outdoors |
|---|---|
| Location | Katy, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- High School diploma or equivalent required
- Bachelor’s degree preferred
- Minimum 2 years of customer service or training experience required
- Strong presentation skills
- Enthusiasm for learning
- Ability to promote continuous learning across all management levels
- Ability to effectively deliver feedback to team members
- Understanding of customer service principles and practices
- Good analytical skills
- Strong problem-solving abilities
- Creative resolution skills
- Ability to remain organized and pay strict attention to detail
- Ability to meet critical deadlines within a high-volume, fast-paced environment
- Able to work effectively with minimal supervision independently and in a team setting environment
- Ability to find techniques, learning strategies, and engaging ways to relay information
- Excellent communication (written and verbal) and interpersonal skills
- Proficient use of Microsoft Office programs, including Word and Excel
- Acceptable level of hearing and vision to perform assigned job duties
- Available to work flexible hours, including evenings and weekends as needed
Responsibilities
- Assists in developing and maintaining training materials, processes, and teaching methods aligned with the organization’s goals
- Conducts research and recommends changes to training programs, content, and materials
- Uses data to identify inconsistencies and recommend changes and enhancements to processes, training, and monitoring programs
- Leverages customer insights to develop strategies to elevate the customer experience
- Gather and analyze data to identify organizational needs and opportunities
- Provides refresher training for new and existing Team Members to reinforce skills as needed
- Partners with Customer Care Operations to develop, deliver, and maintain education to key stakeholders within the organization
- Conducts periodic quality assessments to identify skills gaps and recommend appropriate learning solutions
- Monitors training progress and ensures all trainees meet learning objectives and achieve performance measures and effectiveness
- Familiarity with learning technologies and tools for virtual training delivery; ability to engage audiences through effective public speaking
- Develop a thorough understanding of Academy policies, procedures, and safety rules
- Duties may change; team members may be required to perform other duties as assigned
Preferred Qualifications
- Experience in a call center environment is preferred