28 days old

Quality Assurance Trainer

Vetsource
Portland, OR 97220
  • Job Code
    125339526

A Quality Assurance Trainer maximizes call center team members effectiveness by reviewing phone, email, and chat communications and providing thorough knowledge of products, services, policies, troubleshooting, problem resolution, and providing a positive customer experience. The Quality Assurance Trainer also tracks performance to assess training effectiveness and provides updates and details on new products and processes.

Essential Duties:

Include, but are not limited to the following. Management reserves the right to assign or reassign duties and responsibilities at any time.

  • Analyzes/audits service incident data, emails, chats and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
  • Conducts, coordinates, and implements call center training.
  • Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager and Call Center leadership.
  • Maintain up-to-date training records and ensure training materials are updated
  • Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
  • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams.
  • Uses Call Center tools to gather data and analyze trends or patterns affecting quality.
  • Collaborates with team members to identify, streamline, and implement process standards that enhance service delivery and the customer experience.
  • Other duties as assigned.

ORGANIZATIONAL RESPONSIBILITY STATEMENT

In addition to the job-specific responsibilities listed above, all employees are expected to support and model VetSource's Core Value Principles: Do the right thing every time; Treat others the way you want to be treated; Embrace Change; Be innovative; Get it done; Work hard, have fun!

Experience and Qualifications:

  • Have a genuine passion for educating, coaching, and inspiring others to provide excellent customer service.

  • Self-motivated with a strong desire to learn and teach new products and technologies.

  • Exhibit a willingness to consistently take on new challenges.

  • Excellent presentation skills (oral and written)

  • Preference to work in a fast-paced, rapidly changing environment.

  • Excellent computer skills are required; email, instant message, Microsoft Excel, Microsoft Word, as well as the ability to learn how to navigate unfamiliar systems or programs quickly.

  • Excellent email writing skills, specific to customer facing interactions.

  • Experience in coaching and training individuals or groups required.

  • Must be dependable and have excellent attendance

  • Must possess a high level of integrity and confidentiality

  • Ability to work in virtual team environment.


Supervisory Responsibilities:

  • None

Education/Experience:

  • High School diploma or G.E.D.

  • 1 to 3 years' experience in customer service and/or business process/technology support required.

Preferred Qualifications:

  • Call center experience

  • Training environment experience

  • Bilingual preferred, but not required

  • Veterinary experience a plus

Working Conditions:

      • Ability to work at a computer for long periods of time.

      • Call center environment.

      • Environment where dogs are present.

      • Noise level in the work area is normally quiet to moderate.

Note:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.


SIGNED AND ACKNOWLEDGED BY:

This Pet Owner Care Team Manager job description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as organizational needs evolve. In signing this document I acknowledge that I understand the requirements and responsibilities associated with this position.

________________________________________

Employee Name (please print)

_____________________________________________ _____________

Employee Signature Date



PI125339526

Categories

Posted: 2020-10-28 Expires: 2020-11-28

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Quality Assurance Trainer

Vetsource
Portland, OR 97220

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