Spec 1, Customer Training

Job Title

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.

Education:

• Associate's degree in business related studies
• or 3 years of targeted Client customer care experience (preferably in training creation/facilitation)
• or 5 years of Customer Care experience external to Client (preferably in training creation/facilitation). Experience:
• 3+ years contact center experience preferably in Healthcare or Medical Device industries.
• 3+ years of high quality coaching experience with proven positive behavior changes.
• Preferred: 3+ years of experience in a manufacturing supply chain organization.