Senior Specialist Customer Service Training and Call Quality

Senior Specialist role focused on designing and delivering customer service training programs, managing call quality initiatives, and driving continuous improvement across departments. Responsibilities include developing training content, mentoring staff on performance, and collaborating on process documentation and quality systems.

Responsibilities

• Design and deliver comprehensive training programs for new hires, process updates, and system improvements
• Create engaging training materials including presentations, handouts, and online resources
• Evaluate training effectiveness and recommend ongoing improvements based on data analysis
• Provide performance feedback and mentoring through quality assessments
• Maintain quality program documentation and distribute communications to customer service teams

Requirements

• Bachelor's degree in Education, Training and Development, or equivalent experience
• 3+ years customer service or adult education background
• Proficiency with CRM systems and ERP platforms such as JDE or SAP
• Advanced Microsoft Office skills including Word, Excel, and Outlook
• Strong communication, interpersonal, critical thinking, and problem-solving abilities
• Ability to manage multiple priorities in fast-paced environments
• Demonstrated cross-functional team leadership and collaboration skills

Compensation: $60,000 - $82,500 base annually