Training and Quality Specialist – Call Center
| Company | ChenMed |
|---|---|
| Location | Florida, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- Competent-level business acuity
- Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
- Excellent verbal, presentation, written and interpersonal communication skills
- Strong computer literacy skills
- Ability to work collaboratively in a complex medical group environment
- Capable of performing effectively in a complex changing environment
- Ability to identify and seek needed information/research skills
- Ability to effectively influence others within the job area through explanation of facts, policies and practices
- Problems faced can be difficult but typically not complex
- Proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position
- Ability and willingness to travel locally, regionally and/or nationally up to 5% of the time; flexible to work evening, weekends and/or holidays as needed
- Spoken and written fluency in English
Responsibilities
- Develops, coordinates and presents job training and customer service program initiatives
- Identifies quality standards for the call center and develops processes meant to evaluate training programs
- Presents training in a variety of settings: Classroom, 1:1 and virtual
- Uses applicable technology to monitor both live and recorded calls to identify effectiveness and efficiency of the call center
- Organizes and conducts training on general customer relations policies and activities, as well as internal call center systems
- Establishes scripts and accents training to assist call center staff with customer communications and routine business decisions
- Maintains records of training activities and team member progress
- Analyzes data and prepares reports for quality management
- Builds annual training program and prepares lesson/training plans
- Develops or oversees the production of call center related handouts and training manuals which includes job aids, call scripts and other related documents
- Identifies ongoing training needs through department quality audits/evaluations
- Performs other duties as assigned and modified at manager’s discretion
Preferred Qualifications
- BA/BS degree in a related discipline preferred
- Experience in Quality Auditing within a call center atmosphere highly preferred