We’re looking for a self-starter Quality Analyst & Trainer to join our team. The person selected will be responsible for leading the team’s training program, providing all training and ongoing support from a Quality Improvement perspective. Someone with experience in on-boarding new associates and providing training, as well as monitoring inbound and outbound calls, email and chat responses would be a perfect fit for the role.

Duties & Responsibilities:

Quality Assurance:

• Participate in design of call monitoring formats and quality standards
• Perform call monitoring and provide trend data to management
• Review quality of support email and chat responses, case notes and case details
• Help to facilitate call calibration sessions for call center staff
• Provide actionable data to various internal support groups and management as needed, to improve customer support
• Provide feedback to team supervisors and managers
• Prepare and analyze internal and external quality reports for management staff review
• Recommend system changes based on QA findings, to improve the quality and efficiency within support.

Training:

• Build a training program that can be delivered across the support team, in diverse formats to support different learning styles and maximize engagement and understanding
• Develop the team’s education materials, such as digital presentations, how-to manuals, and instructional videos
• Lead and facilitate the on-boarding and training sessions on various call center topics to prepare and support the new associates of the team
• Interface and communicate with management for accurate group or individual training requirements
• Liaise with team leaders and managers to conduct on-the-job coaching
• Train experienced employees on new or updated call center procedures to improve their performance
• Partner with various supervisors and managers to create and deliver training for product enhancements
• Use QA results to influence necessary changes to training content and facilitation
• Measure the effectiveness of training sessions and preparing individual or team progress reports
• Create and manage the training budget

Skills & Qualifications:

• At least 2 years of previous experience in a similar role is required
• Previous experience in a Healthcare account is an asset
• Excellent english communication skills - verbal & written
• Familiarity with learning management systems
• Strong teaching abilities and mentoring skills
• Good interpersonal and conflict resolution skills
• Ability to provide leadership to personnel in a fast-paced work environment
• High level of customer service orientation
• Strong work ethic and reliability
• Strong active listening skills and verbal communication
• Ability to multitask and prioritize
• Strong time management and decision making skills
• Proficient with computers and hardware
• Adaptability and accountability