About the Role
The
Performance Auditing and Coaching Specialist (PACS)is a field role focused on improving Operations through process audits and coaching.
The Process Auditing and Coaching Specialist will be responsible for delivering a high-quality orientation to new Service Professionals and reporting into Corporate Operations.. This role will also be responsible for leading the local CDL Academy.This role will have high performance metrics and audits to identify and deliver targeted coaching/training to all Service Professionals and utilize data and metrics to make decisions on the type and frequency of audits they are conducting . Audits conducted by the Process Auditing and Coaching Specialist are primarily focused on the work of Service Professionals but they are connected to other departments within the organization.
This role is expected to work closely with local operations to identify coaching needs and coordinate schedules and operatecross functionally with corporate L&D, Fleet and Customer Experience teams.This is a non-exempt position.
KEY PERFORMANCE INDICATORS (KPI’s):
- 60 day average time to graduation.
- 20 Apprentice graduates per year.
- 15 audits per week
- All new hires audited twice between 14th and 45th day.
- Weekly audits on hypercare accounts.
- Audit conducted within 72 hours of an identified incident.
- EDVIR and Geotab score by site.
- Proactively identify unsafe actions
- Act as a mentor & leader to Apprentices & other SPs in the market
- Provide direct and indirect feedback to the field and Corporate operations about the Academy
ESSENTIAL JOB RESPONSIBILITIES:
- Facilitates CDL Academy, New Hire Orientation/Onboarding, recurring training and provides ad-hoc training at daily standups.
- Assists in the interview and selection of Apprentice candidates.
- Ensures learning competitions including online, e-learning and in-person training
- Identify and adapt to new market specific rules and regulations.
- Identify specific training requirements for individuals based on ongoing review of performance and feedback (observation, QA, input from Team Leaders/Supervisors)
- Monitor progress of new hires.
- Performs audits to ensure compliance, safety and performance.
- Analyzes data and metrics tomake strategic decisions about conducting audits.
- Conducts audits on new and low-performing accounts and makes recommendations for improvements.
- Coach teammates for performance improvement based on skill gaps identified during analysis.
- Provide coaching when non-adherence to process is identified
- Advises Revenue, Fleet and Operations teams based on audit results.
- Identify problems at customer sites and escalate to the appropriate team(s).
- Document and escalate work activities that do not conform to company policy.
- Document work activities that lack company-wide standardization and makes recommendations for improvements.
- Identify more efficient ways to perform tasks, recommend process enhancements to improve business practices
- Collaborates with other departments in the organization to identify gaps in process/training.
- Partners with:
- Local operations to coordinate training and coaching needs.
- Learning & Development to deliver ongoing and enterprise wide initiatives.
- Fleet and Customer Experience to identify opportunities for improvement.
- Reviews data and analytics and makes recommendations on coaching, auditing and training needs.
SKILLS REQUIRED:
- Prefer experience with performance improvement, quality assurance or quality control (QA/QC)
- 3-5 years training experience
- Prefer a minimum of 1 year experience at Booster (internal)
- Strong communication skills, both written and verbal
- Able to obtain or already possess a CDL Class B with airbrakes
- No recent driving infractions (DUIs, preventable accidents or serious driving infractions).
- Ability to obtain tanker and HazMat endorsements
- Ability to pass pre-employment drug screen
- Familiar with or able to learn quickly new technologies that are used to manage work (Slack, TMS, etc.)
- This role typically operates between the hours of 3PM and 3AM
- Experience with delivering effective presentations and/or training sessions, both in person and through virtual training environments
- Strong work ethic that includes punctuality, organization, attention to detail, excellent listening skills, and ability to create trusting relationships quickly.
- Adaptable to frequent process changes
- No final written warnings within the previous 6 months.
BASIC QUALIFICATIONS:
- Any CDL with Tanker and Hazmat endorsements
Pay Range: $30 - 35/hr
