What are the responsibilities and job description for the Trainer/QA Specialist - Contact Center position at EMS?
Overview
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.
Responsibilities
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.
Qualifications
You will need:
- Knowledge of curriculum design
- Knowledge and experience with practical use of adult learning principles
- Exceptional written and verbal communication and presentation skills
- Excellent listening and analytical skills
- Knowledge of computers, Microsoft applications and Internet
- Must have strong knowledge of client processes
- Must prioritize daily tasks with limited supervision and score acceptably
- Have the ability to work flexible schedules and be able to work under pressure
- Ability to coach and develop others
- 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
Nice to Have:
- Bachelor’s degree in English, technical writing, education or related field
- 2 years’ experience training and developing curriculum, preferably in a call center environment
- Prior experience performing QA and coaching preferred
EMS Offers:
- Paid on-the-job training
- Medical, dental, vision, and life insurance benefits
- Casual dress attire
- Individual work spaces
- Complimentary breakfast on Fridays
- Free parking
- North-West Omaha location
