UNAVAILABLE - Omaha, NE
posted about 2 months ago
Full-time - Entry Level
Omaha, NE
About the position
The Trainer/QA Specialist at EMS is responsible for developing and delivering training programs that enhance the skills of call center employees, ensuring they provide excellent customer service. This role involves identifying training needs, creating engaging curriculum, and evaluating employee performance through monitoring calls and chats. The position requires a commitment to fostering a supportive learning environment and contributing to the overall improvement of customer and employee experiences.
Responsibilities
- Identify training needs to meet departmental goals.
- Build targeted and engaging curriculum for new and existing employees.
- Facilitate a supportive atmosphere conducive to various adult learning styles.
- Monitor and evaluate recorded and/or live calls and chats between call center employees and customers.
- Score calls based on a scorecard and provide feedback to management.
- Send daily reports to management and attend calibration meetings as needed.
Requirements
- Knowledge of curriculum design.
- 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 the Internet.
- Strong knowledge of client processes.
- Ability to prioritize daily tasks with limited supervision.
- Ability to work flexible schedules and under pressure.
- Ability to coach and develop others.
Nice-to-haves
- Bachelor's degree in English, technical writing, education, or a related field.
- 2+ years' experience training and developing curriculum, preferably in a call center environment.
- Prior experience performing QA and coaching.
Benefits
- 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.
