Job Title:
Quality Assurance / Training Specialist
Full Time/Regular
Wyomissing, Pennsylvania
General Function:
The Training Specialist provides customer training for all new hires and monitors, evaluates, tracks, and assists in delivery of call and ticket quality assurance for all existing Service Desk Analysts.
Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
- Achieve personal performance levels in relation to SLA requirements of the desk
- Achieve satisfactory ticket to call monitoring ratios
- Achieve satisfactory ratings on service quality audits
- Available for 8 hours per desk monthly to take incoming calls or support Level 2 positions
- Provide training for all new hires
- Perform quality assurance for each Service Desk
- Provide refresher training for each Service Desk as needed
Supervisory Responsibilities:
Works with leadership staff to identify knowledge that needs to be created or updated specific to the project or individual needs.
Minimum Knowledge, Skills and Abilities required:
Training
- Set up, create and agenda, and facilitate all project trainings; including new hire trainings, refresher trainings, and all in-service day trainings
- Become proficient with the systems utilized by the projects to effectively deliver effective trainings to new and current Service Desk Analysts, as needed
- Develop and maintain training materials that are tailored to the specific needs of the individual and the project.
- Monitor employee performance and response to training to ensure that the training was effectively implemented.
- Conduct 1:1 meeting with each Service Desk Analyst to evaluate their job performance in accordance with their QA scores.
Quality Assurance
- Take part in the monitoring and evaluating of Service Desk Analysts Call behaviors to ensure quality standards and client specifications are met.
- Take part in the monitoring and evaluating of Service Desk Analysts Call behavior performance according to quality specifications and requirements.
- Maintains accurate quality data for Call behavior performance documentation.
- Measures, reports, and calibrates team and Service Desk performance on a daily, weekly, and monthly basis.
- Advises and coaches leadership team on monitoring effectively and in accordance with guidelines.
- Calibrates quality scores of Team Leaders and Analysts, and provides constructive feedback on areas of improvement (e.g. evaluation of coaching effectiveness in achieving quality goals).
- Maintains contact with management and leadership teams on areas of improvement.
- Collaborates with QA Evaluator and members of leadership to identify training needs based on quality scores
Customer Service
- Answer incoming client inquiries by answer phones for each project for at least 2 hours per day
- Effectively communicate to peers, technicians and client using vocal, written, questioning and listening skills
- Document client issues and requests with clarity and precision
- Show strong initiative, attention to detail and ability to interpret and resolve problems
- Research and develop resolutions for the majority of problems presented. When necessary escalate to other internal support departments and/or escalation partners
- Enhances technical expertise by attending training sessions, seminars, workshops, and reviewing published literature, as requested
Results & Accountability
- Ability to multi-task and be flexible with assigned work schedule
- Ability to resolve problem, document solution, and contribute as required to knowledge base
- Adhere to all organizational policies and procedures
- Adhere to guidelines for accurate utilization recording using desk tools and systems
- Ability to adapt to new and changing situations
- Meet personal commitments and deadlines
- A primary contributor and reviewer of the knowledge base
- Participates in the development and maintenance of Service Desk procedures/documentation
- Prepares reports on Service Desk activities, including but not limited to quality assurance and training
Collaboration I Cooperation
- Accept personal responsibility for punctuality
- Ability to work in a team environment and present a professional image at all times
- May be assigned responsibility for small and medium projects from initiation to completion
- Display professional demeanor toward team members, management, and internal/external clients
- Ability to receive guidance and constructive criticism while demonstrating the ability to improve/change
- Collaborates with Level 2 Analysts, Process Analyst, and Manger to utilize their expertise in maintaining a distributed support system
- Actively participates in and manages the training and mentoring of analysts
Education and Qualifications
- 2-year Associate Degree (field related) or equivalent experience preferred
- Certifications in HDI, A+, MCP, Network+ preferred
- Strong customer service background
- Experience training and coaching employees for performance improvement
- Computer literacy, including the ability to learn new software quickly and help others learn it
- Ability to multitask without becoming overwhelmed in a busy environment
- Strong communication skills and attention to detail when conveying information
- Skill in establishing and maintaining effective working relationships.
- Ability to understand concepts of percentages, basic math.
- Ability to write routine reports and correspondence.
- Ability to adapt to changing priorities, meet deadlines and work well under pressure.
- Ability to follow defined procedures and deal with different and specialized situations.
- Ability to communicate in a professional manner.
Experience
- Minimum 3 years of training and quality assurance experience preferred
- Minimum of 3 years of customer service experience preferred
Technical Skills
- Requires a comprehensive knowledge of computer hardware/software concepts and the ability to apply these concepts practically to diagnose and resolve moderately complex system hardware, software, network and operator issues
Other
- Must have access to a high-speed internet connection and have a private telephone service available for company use if required
- Position requires the ability to work various hours Monday through Friday
Physical and Mental Demands:
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms.
Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with other employees, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.
Up to 45000.00 (USD) Annually
