Training & Quality Specialist

Responsible for supporting and assisting with training, evaluating, identifying and coaching on key behaviors that drive improvement to the overall customer experience. This position will work to identify broken internal processes, and recommend how to bridge the gap, improve the broken internal processes and collaborate with other support teams impacted by these changes. In addition to conducting training and performing call monitoring audits, the specialist may also audit after call surveys, as well as email and written correspondence communication.

This specialist will conduct quality calibration meetings while assisting in reporting quality trends to leadership and recommend training as needed. Primary responsibilities include conducting training within the Customer Service teams as well as the development of the quality assurance programs for the Customer Service team with specific duties outlined below.