Customer Care Trainer & Quality Analyst

The CCA Trainer works with Operations Managers, Supervisors and is responsible for the execution of associate on-boarding programs, providing a welcoming, exciting, and engaging new hire experience. The CCA Trainer constantly improves the long-term capabilities of the area to which he/she is assigned. The ideal candidate will measure production quality and quantity and applies learning tools to improve both. The CCA Trainer maintains expert-level knowledge in production departments; evaluates and improves processes within work areas; refines learning tools and techniques across the team; assists in measuring the effectiveness of learning; measures impact of his/her development efforts; improves Associates' job-related skills; develops, maintains, and applies learning tools (methods, checklists and skill building agreements) to encourage Associate development. Supports the updating of SOPs and SOP certification of Associates and managers; assists in driving success of peak and non-peak training plans. Interested candidates should demonstrate the following competencies:

• Excellent communication skills
• Comfortable speaking in front of a group and one-on-one
• Able to give and receive feedback effectively
• Drives learning success by checking for understanding (able to recognize when a group or individual is lost and needs more attention)
• Ability to follow up
• Always meets time commitments and deadlines, is goal oriented
• Provides Leadership with insights and progress updates
• Proven people skills – ability to work well with others
• Works hard for the success of others, constantly remains “customer obsessed”
• Demonstrates a positive “can do” demeanor and has fun and gains energy from working with others
• Is an active listener
• Is a technical expert
• Demonstrated ability to consistently function at 100% of expectations
• Understands upstream and downstream impacts
• Is able to use resources to expand knowledge and can answer tough questions

Key job responsibilities

• Lead training and/or start of shift meetings for a group of 20+ Associates.
• Maintain expert-level knowledge in HOA
• Evaluate and improve processes within work areas
• Refine learning tools and techniques across the organization.
• Assist in measuring the effectiveness of training.
• Develop, maintain, and apply learning to encourage Associate development.
• Drive operational mechanisms to ensure an exceptional and reliable on-boarding experience.
• Execute a consistent, best-in-class new hire experience in a rapid and complex changing work environment.
• Use a hands-on-approach to facilitate Associate on-boarding curriculum that engages and excites newly hired employees in a welcoming and supportive environment.
• Support the updating of SOPs and SOP certification of Associates and managers. Giving and receiving effective feedback.
• During non-classroom time, trainer will conduct audits of calls and cases for compliance to process and to identify training gaps.
• Share knowledge gather to adjust initial new hire training or to continuation training

Basic Qualifications

• 1+ years’ experience working with computers and Microsoft Office (Outlook, Word, Excel)
• 1+ years’ experience delivering training in face-to-face settings as well as online and remote settings
• Able to lift to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach
• High School or equivalent diploma
• Work 40 hours/week, and overtime as required
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Preferred Qualifications

• Prior training, teaching, or presentation experience to include experience facilitating training using various training modalities.
• Previous experience as a Trainer
• Willingness to work different shifts.
• Shift hours for this position may be different from the standard production shifts.
• Willingness to work in different areas as required by training needs.
• Excellent attendance!
• Understanding of customer satisfaction principles.
• Candidates must be organized and able to handle multiple and changing projects/priorities.
• Willingness to participate in and support the Operational Excellence initiatives.