Call Center Training and Quality Assurance Specialist

Training and Quality Assurance Specialist Are you looking for a place where you can bring your ambition? Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your drive to the table as we unlock new doors together, taking your career to the next level. Bring your experience and be empowered to innovate. As a Training and Quality Assurance Specialist on the Neighborly Customer Solutions team, a typical day for you will include: Ensuring that new call center agents have a clear understanding of the company’s values and customer service standards, as well as brand procedures and system protocols. Staying updated on product and service offerings to provide accurate and up-to-date information during training sessions. Developing training modules focused on system and product knowledge, selling skills, customer handling techniques, and problem-solving skills, and delivering these to the call center vendor partners for constant training reinforcement. Monitoring the performance of call center agents through call monitoring, quality assurance scorecards, and other methods during the training period and beyond. Designing and developing materials, programs, curriculum, and course-level content to support online or on-site training that will facilitate structured course requirements through classroom and self-learning options. Collaborating with the partner’s QA Departments to align on QA metrics and goals, as well as agent QA performance. Bring your skills and be inspired to achieve success. Required qualifications Experience: Minimum 5 years of experience in developing and delivering training programs, preferably in a call center environment. Experience in home services, selling, and contact centers is a plus. Skills: Strong skills in selling, customer service, presentation, facilitation, and training delivery. Ability to work independently and collaboratively, manage multiple projects, and complete the full training cycle. Proficiency in training methodologies (adult learning, instructional design), e-learning software, and technical writing. Excellent communication, analytical, and problem-solving skills. Sense of humor. Education: Bachelor’s degree in Training & Development, Instructional Design, Human Resources, or a related field (Master’s degree preferred). Schedule / In-office requirements MUST be able to work a hybrid schedule (3 days in Irving or Waco, TX office, 2 days remote). Schedule Full-time, Monday-Friday, 8 AM to 5 PM (local time). Competitive Pay Commensurate with experience. Benefits Financial Benefits: Equity and annual bonus opportunities. Perks: Paid time off, paid holidays, recess breaks, wellness programs. Brand Neighborly Service Solutions. Neighborly is a local network of home service brands that will connect you to very specific vetted local experts. Our family of service professionals work with rigorous quality standards to repair, maintain, and enhance your home. Neighborly has been in operation since 1981. Since that time—when we started with just one brand—we’ve grown to a community of over 28 global consumer brands focused on repairing, maintaining and enhancing customers’ homes and properties. More than 40 years later, 5,500 franchise owners in six countries all over the globe now represent our service-based franchise company. Neighborly’s Family of Home Service Brands: Neighborly Aire Serv, Dryer Vent Wizard, Five Star Painting, Glass Doctor, HouseMaster, Molly Maid, Mosquito Joe, Mr. Appliance, Mr. Electric, Mr. Handyman, Mr. Rooter Plumbing, Portland Glass Precision, Door Service, Rainbow Restoration, Real Property Management, ShelfGenie, The Grounds Guys, Window Genie, ProTect Painters #J-18808-Ljbffr