Documentation Specialist

This position is responsible for designing, delivering, and evaluating training programs to equip customer service representatives and department members with the necessary skills and knowledge to provide excellent customer service, ensuring they can effectively handle customer inquiries and meet company objectives, which includes conducting needs-assessments, and assessing employee performance to identify areas for improvement. This position is a key player in developing and maintaining a high-quality customer service experience within a call center environment. This position will develop unique training programs to fulfill workers specific needs to maintain or improve job skills. It will be responsible for documenting training procedure manuals, course materials, SOP’s, and work instructions.

Duties & Responsibilities

Developing training curriculum:

Leads the design, development, and execution of training programs, policies, and strategies tailored to meet training needs and goals for new hires and existing employees, including course outlines, learning objectives, and relevant training materials.

Delivering Training Sessions

• Facilitate various training methods, utilizing various teaching methods like role-playing, simulations, and presentations to effectively convey information and skills.
• Ensure brand standard consistency within all training.
• Execute, and ensure that training happens on time and with attention.
• Work closely with operational managers/leaders to ensure that training is occurring according to schedule and standards.
  
  

Conducting Needs Assessments

Identify training gaps by evaluating current performance levels, customer feedback, and operational needs to tailor training programs accordingly.

Assessing & Monitoring Performance

• Monitor and evaluate trainees' progress during training sessions and upon completion, provide feedback and coaching to address areas of improvement.
• Assesses the training needs of the department and creates a plan to fulfill those needs.
• Partner with leadership as needed on training opportunities.
• Monitor, execute, and track the development of team members.
  
  

Coaching, Mentoring And Quality Assurance

• Provide in-the-moment coaching and offer ongoing support to new-hire and existing employees, providing one-on-one coaching to address specific performance challenges.
• Monitor call recordings to ensure adherence to company standards for customer service and quality metrics.
  
  

Document Control

• Create, manage, and maintain document management systems, training materials and procedures.
• Ensure integrity of master documents by implementing document and system access rights and revision controls.
  
  

Staying Updated

• Keep abreast of industry trends, company policies, and product knowledge to incorporate relevant information into training programs.
• Develop call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
  
  

Other duties and projects, as assigned by management.

Qualifications/Experience

• High School graduate or GED required, Associate’s degree or above, a plus.
• Superior verbal and written communication skills.
• Excellent presentation and facilitator skills.
• Knowledge of adult learning principles and training methodologies.
• Customer service expertise and understanding of call center operations.
• Proven teaching and mentoring abilities
• 2 – 3 years’ experience working as a call center trainer.
• Ability to evaluate and research training options and alternatives.
• Proficient in using training management systems and technology.
• Experience with a variety of multimedia training platforms and methods.
• Ability to design and implement effective training and development.
• Excellent organizational skills and attention to detail.
• Excellent collaboration and teamwork skills.
• Ability to coach and redirect on all levels.
• Time management (Planning, Organization, Prioritization, Focus).
• Self-starter, motivated and driven to exceed goals.
• Strong computer skills and PC Knowledge including experience with Microsoft Office Suite and related software.
• Additional certification in business leadership, eLearning software, or adult education and training is preferred.
  
  

Physical Requirements

While performing the duties of this job, frequently will be required to sit; type; use hands to finger, handle or feel objects, tools, or controls (some repetitive motion); and talk or hear. Also, occasionally will be required to stand, walk, reach with hands and arms, bend, stoop, kneel, and crouch and lift and/or move up to 10 pounds. Specific vision abilities required by this job include some close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tools & Equipment

PC, printer, telephone, fax machine, copier, and other office equipment.

Environmental Factors

Normal office, manufacturing, and warehouse environment.

Equal Employment Opportunity Policy

AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Employment Type: Full Time

Salary: $60,000 - $86,000 Annual

Bonus/Commission: No