Customer Training Specialist

Job Description

Job Description

Job Title – Spec 1, Customer Training

Location – 5859 Farinon Dr., Suite 200, San Antonio, TX, 78249

Duration – 12 months contract

Pay Range – $19 USD hourly on W2

Shift : 7:30am - 4:30pm Monday to Friday

 

Job Description:

• Candidates must have training experience. We are looking for experience in creating training materials/curriculum and training facilitation.
• Provide Training on how to handle all forms of contacts (calls, chat, and emails) and provides individualized feedback to GBS/QTC associates across the U.S. Region at all leadership levels in accordance with GBS and/or organizational standards.
• Using the ADDIE instructional methodology, create and/or deliver training to meet all operational entry level and advanced training requirements.
• Conducts statistical analysis and assessments of quality and training data to develop personalized training and/or coaching plans appropriate for Customer Care associates.
• Provide QA reporting to Supervisors and Manager.
• Analyze customer escalation issues to identify training gaps and develop coaching or training solutions to mitigate those deficiencies.
• Outline development plans and training needs based on assessments.
• Coordinates with operations to maintain and update the Knowledge Management System, job aids (Roadmaps), and tools utilized by department to support customer contacts.
• Comply with all Company, Departmental, and Quality System work instructions, procedures, and policies.
• Identify and re-enforce best practice standards and provide continuous improvement recommendations according to established protocols.
• Identify procedural gaps or discrepancies and seek to propose resolution.
• Participate in interdepartmental Lean, Six Sigma, and other continuous improvement projects.
• Provide direct input into Customer Care associates performance evaluations.
• Assist in ensuring adherence to regulatory business and department guidelines, policies, and procedures.
• Responsible for personal and professional development in order to maintain subject matter expertise and managerial growth.