Training & Quality Assurance Supervisor
Overview:
The Training & Quality Assurance Supervisor performs a variety of quality assurance and coaching activities to support the Manager, Patient Services & Quality Assurance functions to ensure quality standards across the contact center are met.Conducts training, call monitoring, and coaching sessions for corporate-based and remote-based contact center staff. Provides management interview support to identify quality candidates. Serves as Subject Matter Expert (SME) supporting Recruiting, Salesforce knowledge, Training, Patient Messaging, and call center operations.
Responsibilities:
- Supports Manager, Patient Services Training & Quality Assurance to implement programs including training, goal setting, standards, and to continuously improve processes/procedures.
- Assesses trainees’ capabilities, i.e., sales, customer service skills, comprehension, etc. and communicates timely with management regarding progress of trainees during training class.
- Communicates, and maintains trainee evaluations and testing records and makes recommendations regarding placement, OJT, or termination if training standards are not achieved.
- Supports supervisor’s efforts during the trainee’s nesting period to ensure performance meets expected standards. Assesses new hire’s performance and identifies if the additional training is successful, further training is needed, or recommends termination.
- Performs post-training evaluation/observations via in-person and telephonic monitoring:
- Monitors agents’ activities and messaging in the Contact Center.
- Develops detailed evaluation of observations and provides verbal and written feedback to agents with an Action Plan to develop areas noted for improvement.
- Notifies respective managers of outages and support provided.
- Provides ongoing assessment and feedback to assigned new hires requiring additional support.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education / Experience / Knowledge:
Associate degree or equivalent from two-year college and at least 3 years related business experience; or equivalent combination of education and experience where two years related experience equals one year of schooling. Related experience assumes a similar corporate role focused on sales and sales management.
- Writes clearly and concisely, using proper spelling and grammar.
- Speaks clearly and persuasively using good grammar and word selection.
- Demonstrated experience facilitating effective sales and customer service training programs is required.
Computer Proficiency:
Proficient in Microsoft Office applications. Able to learn new software easily.
Meets the following skill level requirements:
Microsoft Excel r Basic þ Intermediate r Advanced
Microsoft Word r Basic þ Intermediate r Advanced
Microsoft Outlook r Basic þ Intermediate r Advanced
Microsoft PowerPoint r Basic þ Intermediate r Advanced
CRM database r Basic þ Intermediate r Advanced
Zoom/MS Teams r Basic þ Intermediate r Advanced