Trainer/QA Specialist (Contact Center)

Job Description Job Description Trainer / QA Specialist (Contact Center)At EMS, we “Contact Center” differently. We support our customers and clients every step of the way and provide an excellent customer service experience.The Position : Are you passionate about teaching others and building successful curriculum?Do you want to be key in building a better customer and employee experience?Then we have the position for you!The Trainer / QA Specialist will help identify any training needs to consistently meet goals for the department. Will build targeted and engaging curriculum for new and existing employees. Will facilitate a supportive atmosphere conducive to a variety of adult learning styles. Will monitor and evaluate recorded and / or live calls and chats between call center employees and customers. Score the calls based on the scorecard and then provide feedback to management to help meet their goals. Will also send the daily reports to management and attend calibration meetings as needed.Must be available to work on-site M-F 11am-8pm for all scheduled training classes.Must be available to work M-F 11am-8pm or 10am-7pm schedule when not conducting training.You will need : Knowledge of curriculum designKnowledge and experience with practical use of adult learning principlesExceptional written and verbal communication and presentation skillsExcellent listening and analytical skillsKnowledge of computers, Microsoft applications and InternetMust have strong knowledge of client processesMust prioritize daily tasks with limited supervision and score acceptablyHave the ability to work flexible schedules and be able to work under pressureAbility to coach and develop othersMust be available to work on-site M-F 11am-8pm for all scheduled training classesMust be available to work M-F 11am-8pm or 10am-7pm schedule when not conducting trainingNice to Have : Bachelor’s degree in English, technical writing, education or related field2 years’ experience training and developing curriculum, preferably in a call center environmentPrior experience performing QA and coaching preferredEMS Offers : Paid on-the-job trainingMedical, dental, vision, and life insurance benefitsCasual dress attireIndividual work spacesComplimentary breakfast on FridaysFree parkingNorth-West Omaha locationCompany Description EMS, Inc. is a full-service contact center providing superior outsourced customer support. We pride ourselves in going above and beyond to ensure our clients receive world class service. We target technical support and customer care programs but have the experience and expertise necessary to handle any type of program requiring support services. At EMS, we pride ourselves in being more than the average answering service. EMS was founded in 1998 by Mitchell D. Johnson with the vision to provide superior live chat and email response services for numerous companies’ customers. Years later we have evolved into a full service customer contact center and continue to provide superior services. EMS specializes in “Humanizing Customer Service” by providing timely, personal responses to customer questions and has become a recognized leader in customer service outsourcing. Our goal is to make outsourcing easy for our clients.EMS is privately owned and centrally headquartered in Omaha, Nebraska. We provide our clients with accent neutral multi-channel customer care solutions. Our end-to-end customer service offerings include : inbound and outbound telephone services, e-mail response and support, CRM solutions, consulting, IVR, live chat, fulfillment and direct marketing. EMS representatives are available 24 hours a day to supply your customers with the help they need when they need it. Company Description EMS, Inc. is a full-service contact center providing superior outsourced customer support. We pride ourselves in going above and beyond to ensure our clients receive world class service. We target technical support and customer care programs but have the experience and expertise necessary to handle any type of program requiring support services. At EMS, we pride ourselves in being more than the average answering service. EMS was founded in 1998 by Mitchell D. Johnson with the vision to provide superior live chat and email response services for numerous companies’ customers. Years later we have evolved into a full service customer contact center and continue to provide superior services. EMS specializes in “Humanizing Customer Service” by providing timely, personal responses to customer questions and has become a recognized leader in customer service outsourcing. Our goal is to make outsourcing easy for our clients.EMS is privately owned and centrally headquartered in Omaha, Nebraska. We provide our clients with accent neutral multi-channel customer care solutions. Our end-to-end customer service offerings include : inbound and outbound telephone services, e-mail response and support, CRM solutions, consulting, IVR, live chat, fulfillment and direct marketing. EMS representatives are available 24 hours a day to supply your customers with the help they need when they need it.