Specialist - Customer Care Training & QA

Full-time - Mid Level

Denver, CO

5,001-10,000 employees

Air Transportation

About the position

The CC Training & QA Specialist is responsible for the development, creation, and implementation of the training, quality assurance as well as analytics on those items for the Customer Care (CC) department.

Responsibilities

• Develops, creates, updates, and maintains Customer Care Training across all lines of business
• Generates, updates, and maintains articles for the internal knowledge base
• Ability to learn and train all lines of business in Customer Care from training materials
• Ensure all training is consistent with Frontier brand, policies and procedures
• Ensure all training curricula are taught in a standardized and consistent manner
• Identify future and current training needs based on Frontier Airlines' goals
• Continuous improvement of response quality, calibration, and standardization
• Monitors and evaluates the training program's effectiveness and recommends changes
• Evaluate and constructively critique QA strategies and techniques for all communication mediums
• Lead QA calibration sessions with management to ensure consistent delivery of brand and compliance with all regulations
• Develops and implements procedural analytics to better the Customer Care department and company as a whole
• Explores customer communication aggregated data to advocate for department/company change
• Responds to inquiries in peak periods
• Assist Customer Care leadership based on a case-by-case basis

Requirements

• Bachelor's degree required; a combination of education and a minimum of 2 years of training/QA work experience considered in lieu of degree
• 2+ years of experience creating and implementing training in a corporate setting
• Experience with providing or monitoring quality assurance
• Experience in technical writing and manual publication including developing policies and procedures
• Experience and proficiency in using Microsoft Office (Excel, Word, PowerPoint) professionally for training, QA, and data reporting
• Experience in analyzing and reporting on customer communication data

Nice-to-haves

• Proven ability in the development and implementation of training solutions
• Competent in interpersonal communications, collaboration, critical-thinking and problem solving
• A self-starter with excellent verbal and written communication skills
• Good work ethic
• Ability to work in a fast paced, 'think on your feet' team environment
• Ability to handle stressful environments
• Proven troubleshooting skills
• Attention to detail and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables
• Possess strong communication ability with individuals at all levels of an organization; interact with other Frontier departments to effectively implement company initiatives

Benefits

• Flight benefits for you and your family when flying on Frontier Airlines
• Buddy passes for your friends so they can experience what makes us great
• Discounts throughout the travel industry on hotels, car rentals, cruises, and vacation packages
• Discounts on cell phone plans, movie tickets, restaurants, luggage, and over 2,000 other vendors
• Enjoy a 'Dress for your Day' business casual environment
• Flexible work schedules that support work/life balance
• Total Rewards program including a competitive base salary, short-term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time, and medical/dental/vision insurance that begins the 1st of the month following your hire date
• The HOPE League, Frontier Airlines' non-profit organization, is dedicated to providing employees with financial assistance during catastrophic hardship