Responsibilities

·       Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants.

·       Identify focus teams each month and provide develop materials to be used for necessary coaching and training to improve the overall team/collector performance.

·       Monitor and evaluate calls using evaluation standards and forms mandated by the client.

·       Provide analysis in evaluated calls and identify gaps that impact KPIs.

·       Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance.

·       Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metric

·       Liaise with the customer in order to maintain an up-to-date learning repository databased on procedures and products available.

·       Ensure partnership with other departments/teams to achieve all deliverables responsibilities assigned.

·       Works closely with other members of the Training and Call Quality team to ensure effective implementation. o Create training documentations/learning documents.

·       Conduct PKT (Process Knowledge tests) as per agreed schedule. o Provide running reporting and presentations for the customer or for internal purposes.

Qualifications we seek in you!

Minimum Qualifications / Skills

·       Excellent attendance record

·       Excellent written and verbal communication skills

·       Comfortable presenting to group and providing coaching/feedback

·       Working knowledge of Microsoft Office Applications (Word, Power Point, Excel)

Preferred Qualifications/ Skills

·       Verbal and written communication skills

·       Problem analysis and problem solving

·       Attention to detail

·       Adaptability

·       Stress tolerance

·       Strong Interpersonal & presentation Skills