6 Trainer & Quality Assurance Specialist Jobs in Austin, TX
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Trainer & Quality Assurance Specialist
$76k-94k (estimate)
Full Time
7 Days Ago
The Helper Bees is Hiring a Trainer & Quality Assurance Specialist Near Austin, TX
DescriptionJoin our winning team, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024 !
The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.
The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.
At THB, we define our company culture through our Core Values:
RequirementsSupervisory Responsibilities:
The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.
As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.
The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.
The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.
The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.
At THB, we define our company culture through our Core Values:
- Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
- Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
- Bee the teammate you want to work with - We work as a team, help each other and encourage each other
- Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
- Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.
RequirementsSupervisory Responsibilities:
- None
- Define, build, and maintain training manuals for Operations team
- Lead the onboarding process for new team members
- Outline and present training materials to new hires
- Roleplay scenarios and documentation activity
- Timely updates to resources and materials as needed
- Providing upward feedback to people leaders on interactions with staff
- Perform retraining to existing team members, as needed
- Monitor calls and program-specific activities to ensure a quality work product, inclusive of service level and operational metrics achievement and exceptional customer service
- Review documentation and customer service ticket accuracy as part of agent QA and identify areas of improvement
- Monthly reporting on key performance metrics
- Continuing education and training on new system developments or changes to workflows, as applicable
- Use multiple communication channels to support education and professional development (Slack, email, Notion, Paylocity)
- Cross-functional collaboration around training/education best practices and new initiatives
- Monthly touchpoint meeting (operations, scheduling, tech, development)
- Serve as a liaison to The Helper Bees, keeping the department informed of company perks, incentives, and announcements
- Other duties as assigned/necessary
- Percentage of new hires successfully onboarded within the designated timeframe.
- Training test scores of new team members of 80% or better.
- Feedback ratings from trainees on the quality and effectiveness of training materials and sessions.
- New hires are expected to reach an 80% quality assurance score within their first 60 days of employment and hit individual KPI metrics within the first 90 days
- Complete at least 2 quality assurance reviews per agent each month to ensure ongoing performance and quality standards
- Share Q/A data in an effective manner for operations leaders
- Ability to thrive in a fast paced,virtual work environment
- Ability to assess educational needs and design and develop appropriate and engaging materials.
- Highly developed verbal and written communication skills and the ability to present effectively to small and large groups.
- Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.
- Demonstrate self-motivation and the ability to work independently.
- Comfort and adaptability when working with technology and learning new programs and computer systems
- Strong passion for helping others and problem-solving
- Must be 18 years of age or older
- Bachelor’s degree or equivalent experience preferred
- 2 years of relevant experience
- Experience in instructional design
- Experience in the healthcare industry is a plus!
- Ability to remain at your designated workstation for the duration of the workday
- Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
- The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- The ability to observe details at close range (typically on a computer screen)
- This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.
The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.
As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.
The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.
Job Summary
JOB TYPE
Full Time
SALARY
$76k-94k (estimate)
POST DATE
06/19/2024
EXPIRATION DATE
07/18/2024
WEBSITE
thehelperbees.com
HEADQUARTERS
Austin, TX
SIZE
<25
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