Training & Quality Specialist Resume Samples

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S Roberts

Stuart

Roberts

54648 Estefania Wells

Boston

+1 (555) 172 5153

54648 Estefania Wells

Boston

Phone

p +1 (555) 172 5153

Experience Experience

Chicago, IL

Training & Quality Specialist

Chicago, IL

Monahan, Osinski and Durgan

Chicago, IL

Training & Quality Specialist

Develop learning assets using a variety of authoring tools/technologies aligned with current strategies, with the current focus area being e-learning
Supports the design, development and implementation of new learning programs in order to achieve a blended learning approach for all assigned training programs
Deliver and facilitate training content using various platforms including but not limited to, face-to-face and virtually
Update training manual and consumer correspondence during the Spring/Summer season
Provide input regarding calibration process and techniques for ensuring consistency across team of evaluators
Create reports including management summaries and status reports on training issues and initiatives
Supervise, coach and evaluate new hires while in training and counsels when necessary to address areas of improvement

Phoenix, AZ

Quality Assurance & Training Specialist

Phoenix, AZ

Doyle, Howell and Friesen

Phoenix, AZ

Quality Assurance & Training Specialist

Provides feedback to Managers on quality trends and training opportunities
Develops and maintains the design of call and report monitoring formats, quality standards and an assessment database
Develop, implement and deliver transactional/process related training programs in support of departmental objective
CS Managers
Ensures consistent customer service quality is provided to external and internal customers
Develop and conduct employee programs and activities to boost morale and relieve stress, participates in special projects as assigned
Performs call assessments

present

Phoenix, AZ

E-comm Training & Quality Specialist

Phoenix, AZ

Kirlin-Heller

present

Phoenix, AZ

E-comm Training & Quality Specialist

present

Performs call and email monitoring and provides trend data to management team
Provide management with a holistic view of agent quality and opportunities to improve the customer journey
Work with key vendors and internal stakeholders to ensure accurate, effective, training content
Dedicated to providing exceptional customer service to internal/external customers
Manages Knowledge Base for Customer Care to ensure information is up-to-date and reflects any changes to guidelines and/or procedures
Compiles and tracks QA performance at team and individual level
Identify process improvements and ways to better facilitate training

Education Education

Bachelor’s Degree in Travel Will

Southern Illinois University Carbondale

Bachelor’s Degree in Travel Will

Skills Skills

Files incident report on irregularity such as line releasing, non-documentation, call abandonment, discourtesy, non-prompt response, AUX violation/over break, after call interval (1 minute threshold) and other similar incidents
Prepares weekly data analysis report for voice, chat, email on failures in correct resolution and what are the common reasons for quality failures/process adherence; and recommends remedial actions
Supports in the development of quality initiatives on an ongoing basis
Attends weekly calibration sessions with LinkSys Headquarters to discuss their findings and QA’s findings as well as to monitor trends in standards in USA and in the Philippines
Listens to recorded calls and evaluates them according to defined standards for Call Management, Communications skills, Job Knowledge and System Interactions, as well as First Call Resolution
Maintains cleanliness and orderliness of personal and department working environment (including classroom areas) through good housekeeping practices to ensure a safe, orderly, and comfortable physical work environment
Issues Academic Excellence and Top Performer Certificates to deserving trainees based on grades and class participation to boost up performance and encourage more active class involvement
Evaluates trainees and employees for the duration of the training by administering qualifying examinations and call simulations and informing them of the results thereafter to validate learning
Pilots tests alternative methods for delivering knowledge and skills to employees for efficiency and effectiveness of the method
Participates in the weekly video conference with the US Product Support Managers regarding updates on new products, developments and other related matters

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German Training & Quality Assurance Specialist Resume Examples & Samples

Fluent spoken and written German and English
Fluency in other European languages would be a significant advantage
A good working knowledge of Excel, Word and PowerPoint
An effective communicator both written and verbal with excellent interpersonal and networking skills
Minimum 3 years prior experience in training development and delivery, ideally in a technical customer support environment
Excellent knowledge of modern training and knowledge development tools
Ability to plan and prioritise tasks
Proven experience servicing technology products and expert at utilising smart devices
Solid understanding of web based applications in either Windows or MAC environment, networking and routers
Able to troubleshoot issues that involve some combination of networking, hardware and software issues
Ability to successfully operate in a high-volume, fast paced environment

Health & Welfare Quality Assurance & Training Specialist Resume Examples & Samples

College degree or equivalent experience, preferred
1+ years call center experience, required
1+ years training experience, preferred
Excellent presentation and facilitation skills
Excellent oral, written and interpersonal communication skills
PC Skills – Knowledge of Microsoft Word, Excel, PowerPoint, etc
Ability to multi-task, work independently, meet deadlines, and manage multiple deliverables
Highly customer-focused, proactive, and results-oriented

Training & Quality Specialist Resume Examples & Samples

Process high levels of consumer inquiries via telephone, e-mail and correspondence
Answer product and order inquiries and respond to field complaints from accounts, consumers and sales representatives via phone and in writing. Includes computer research and coordination with other departments such as the distribution center, Planning department or Credit department. Requires prioritizing of such inquiries, with minimal guidance from supervisors, and ensuring prompt follow-up on these inquiries
Select replacement styles to be processed for warranty replacement. Requires research of older garments and knowledge of current styles to accurately select a replacement. Effectively use JDE for inventory inquiries, order entry and warranty repair status
Provide account assistance in response to a request or need. Includes answering procedural questions, assisting accounts with complex orders, interpreting sales programs to accounts, or providing other information
Provide accurate information regarding product features, specifications and recommended uses of Columbia Sportswear and Sorel apparel and footwear. Provide information on where to purchase garments using internal product locating applications in addition to various consumer inquiries
Display a positive attitude toward the Consumer Services Team by maintaining professionalism, respect, courtesy and support to others
Update training manual and consumer correspondence during the Spring/Summer season
Provide training for members of the consumer department as well as employees from other departments. Act as a member of the Customer Service team by maintaining a high professional standard in individual behavior for the demonstration of respect, courtesy and professionalism to others

Quality Assurance & Training Specialist Resume Examples & Samples

Ensures consistent customer service quality is provided to external and internal customers
Develops and maintains the design of call and report monitoring formats, quality standards and an assessment database
Performs call assessments
Audits department reports to ensure policies and procedures are followed consistently
Develop, implement and deliver transactional/process related training programs in support of departmental objective
Provides feedback to Managers on quality trends and training opportunities
Consult with the Managers, Customer Service to assess training needs and develop programs to support needs. Continually evaluate procedures to monitor and analyze course effectiveness and update curriculum as needed
Analyze quality assurance data to identify trends and suggest solutions to identified issues
Remains knowledgeable on all current policies and procedures
Proficiency in core computer systems (SAP, Microsoft- Excel, Outlook)
Accurate in processing transactional data
Strong written, verbal and professional communications
Flexible, readily adapts to change, and adjust priorities
Works independently with strong organizational skills and proactively manages work
Demonstrates a sense of urgency and ownership
Can differentiate between important vs routine issues/tasks
Experience of looking at data , identifying trends, and initiate improvement actions
Proven experience in challenging an existing process(es) and developing unique solutions to problems
Ability to articulate complex ideas; filter noise and focus on critical tasks
Ability to develop positive working relationships at various organizational levels and influence others to obtain goals
Ability to work in a team environment to accomplish a shared goal
Familiarity with Customer Service Order Management policies and procedures
Ability to provide meaningful feedback in all directions

E-comm Training & Quality Specialist Resume Examples & Samples

Will design and facilitate New Hire and recurrent training courses for Customer Care. This includes the creation of training presentations, facilitator guides, job aides, workflows and documentation
Design and maintain the Training Manual, keeping it current with changes to systems, guidelines and/or procedures
Partnering with management team to shape the ongoing strategy for the Customer Care training program
Deliver instructor-led classroom training to agents on a regular schedule
Work with key vendors and internal stakeholders to ensure accurate, effective, training content
Attends meetings relating to product, system and/or procedures changes, gathering needed information to effectively document and roll out communication
Manages Knowledge Base for Customer Care to ensure information is up-to-date and reflects any changes to guidelines and/or procedures
Identify process improvements and ways to better facilitate training
Monitor and report on quality metrics with a focus identifying trends and root causes
Provide management with a holistic view of agent quality and opportunities to improve the customer journey
Performs call and email monitoring and provides trend data to management team
Compiles and tracks QA performance at team and individual level
Adjusts current training curriculum and creates recurrent training curriculum based off QA trend data
Participates in customer and company listening programs to identify customer needs and expectations
Coordinates and facilitates call/email calibration sessions for Customer Care

Quality Assurance & Training Specialist Resume Examples & Samples

Develops, implements and monitors audit controls for HR Operations to help department achieve specific goals related to quality, quantity, and documentation of calls and transactions as well as reducing risk and maintaining a high level of data integrity, ensuring continuous integration of QA feedback
Identifies trends through call monitoring, side-by-side work review, data entry auditing and data analysis. Works with HRSC Supervisors to develop recommendations for improvements to customer service skills, processes, problem-solving techniques, and tools to achieve department customer service and operational goals, as well as individual team member improvement plans
Manages the development and facilitation of a variety of technical trainings within HR Operations. This includes classroom materials, written manuals, electronic materials, and e-learning content. Applies curriculum development knowledge and skills to content development. Assists with the design of effective instruments and materials based on the administration of task analysis and performance gap identification tools
Helps define and establish specific objectives and metrics for the HR Service Center in order to quantify the expectations of employees and managers regarding service
Assesses skill and knowledge levels of staff based on defined evaluation criteria

Training Quality Assurance Specialist Resume Examples & Samples

6 years of experience in a training environment
Experience with conducting comprehensive testing of learning and performance support solutions against requirements
Knowledge of training quality standards, including providing training to instructors in a train-the-trainer setting
Experience in any branch of the military preferred
Knowledge of the military environment preferred
Possession of excellent oral and written communication skills, including speaking, reading, and writing in English

Training Quality Assurance Specialist Resume Examples & Samples

Knowledge of training quality standards
Ability to deliver training to instructors in a train-the-trainer setting
Ability to speak, read, and write in English

Training Quality Assurance Specialist Resume Examples & Samples

Knowledge of training quality standards, including delivering training to instructors in a train
The
Trainer setting

Quality Assurance & Training Specialist Resume Examples & Samples

Facilitates team member on boarding for those associates who will be providing technical support for teachers and students who use McGraw Hill digital products. Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation
Manages all aspects of the training program including planning, design, development, implementation, delivery and evaluation
Identifies and analyzes employee performance problems, determines on-going training needs, and implements solutions
Provides individual coaching and motivation to trainees on progress and performance. Ensures seamless transition to the Contact Center floor
Develop a monitoring program that measures the customer experience, provides expectations/guidelines for associates to follow, provides a rubric for those evaluating to ensure consistency
Facilitates consistency sessions between all members of the leadership team
Conducts contact monitoring observations on a regular basis for all new hire and tenured team members
Review voice of the customer surveys to find areas of improvement in either the quality or training program
High school diploma or equivalent work experience
Experience developing and delivering adult-oriented training
Two years of experience with all aspects of training: planning, design, development, implementation, delivery and evaluation
Exceptional instructional design and material production skills, including attention to detail, ability to organize content, grammar and proofreading skills, and an engaging writing style
Demonstrated ability to continuously promote the impact of effective training on business results
Professional presence, technical credibility and engaging, inclusive presentation style is required
One years of experience working in a quality assurance role
Three years Customer service experience
Proficiency using Microsoft PowerPoint, Excel and Word
Experience developing Quality Assurance Programs for contact center operations
Experience working in software programs (Adobe, NICE, Verint) pertaining to training and quality assurance
Three to five year’s related training experience
Two plus year’s management or supervisory experience
Technical support experience
Experience working in the Educational Industry

Quality Assurance & Training Specialist Resume Examples & Samples

Bachelor's degree or equivalent work experiance
Three to Five years related training experience
Two plus years management or supervisory experience

Training Quality Specialist Resume Examples & Samples

College degree or equivalent experience in multimedia, technology, and/or training
Strong understanding of Multimedia and Instructional Design principles
Knowledge of HTML and XML
Excellent written and oral communication skills; strong English grammar knowledge
General knowledge of learning management systems a plus
Ability to manage responsibilities and priorities in a fast-paced and time-critical environment
Excellent computer skills in Microsoft Office and ability to learn technology quickly
Functional testing/editing experience/knowledge

Quality Assurance & Training Specialist Resume Examples & Samples

Provide training in the use of company technology applications for customer service as well as customer service skills training to achieve exceptional service in customer interactions
Keep employee’s supervisor informed of individual training needs and improvements required in performance
Maintain ownership of customer care information and training materials on company intranet as customer service processes change, maintains the process documents for customer service. Training materials include the manual, job aids, and other documentation with the purpose of communicating procedures and business rules. Develop training materials for new processes and for skills training associated with new procedures. Communicates and syncs this new information with 3rd party vendors
Develop training schedules for Customer Experience departments
Regularly monitor Customer Experience customer contact employees for quality as it relates to service skills, efficient use of technology and adherence to company procedures for customer service
Conduct coaching sessions to provide feedback and counseling on performance improvements needed and to recognize quality service provided. Monitor and provide coaching for third-party vendor when applicable, including participating in calibration sessions
Develop and conduct employee programs and activities to boost morale and relieve stress, participates in special projects as assigned
Work in conjunction with the Detail Follow Up team and Corporate Communications to maintain the standard responses for online requests and inquiries to ensure standard responses are accurate, up-to-date and support current customer service procedures
Assists in system testing as requested when application changes are being tested for deployment. Incorporates technology and process changes that affect Customer Experience into business procedures for training
Coordinates with Business Analysts and is aware of enhancement design and implementation schedules
Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
Ability to work under pressure and meet tight deadlines
Ability to adapt in a fast-moving and changing culture
Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people
Ability to work independently and manage time effectively in order to meet individual goals and deadlines
Ability to work as part of a team and display a positive attitude for this dynamic environment
Requires a high school education or the equivalent
Minimum 3-5 years of experience in customer service
Requires knowledge of the company policiespertaining to customer service, installation, construction, billing, meterreading and collections. Requires knowledge of customer self-service technologyincluding IVR and Web
Requires attention to detail and accuracy ingiving and receiving information to provide feedback on employee performance
Requires expert communications skills to conducttraining, monitoring and coaching
Experience training new employees preferred

Training & Quality Specialist Resume Examples & Samples

Associates degree or related experience in a quality and training environment
Demonstrated ability to develop e-learning and other learning assets from a variety of software authoring applications
Strong knowledge of Articulate Storyline, Studio, and Adobe Captivate a plus

Training & Quality Assurance Specialist Resume Examples & Samples

Conducts CRO Associate training across multiple CRO departments and groups
Updates and maintains training materials (Manuals, Job Aids and other supplemental training information), ensuring it is current and relevant to current workflows, processes and systems
Collects and summarizes performance data, identifies opportunities for improvement, and presents findings
Assists in determining, documenting and creating reports that present a holistic view of the performance of the scheduling team, their quality metrics and overall trends
Assists in creating, distributing and presenting quality statistics, as needed, for all operational departments
High school diploma or GED; College degree strongly preferred
2+ years of equivalent experience in quality assurance roles with increasing level of responsibility
Excellent analytical abilities to grasp the key points from complicated details
Effective communication and report writing skills
Proficiency in Microsoft Office products, such as Word, Excel, Access (others as identified by management)
Effective communication skills-verbal, written, interpersonal, and phone

Accs Program Training & Quality Specialist Resume Examples & Samples

Actively work with on-site raining Specialists and Training Assistants; responsible for initial training, and continuous development in adult education and facilitation practices. In addition, responsible for auditing and monitoring performance and effectiveness of Training Specialists and Assistants
Innovating, directing, and supporting all Associate training and development within the site and advocating positive change in the network
Support operational teams in learning and development of Associate skill sets through automation, targeted learning systems, and analytic insight
Review various metrics related to attrition, training experience, performance, and engagement to drive process improvement initiatives. Develop feedback mechanisms and auditing process to measure effectiveness of Associate experience and training processes
Bachelor's degree or 3+ years at Amazon in a similar role
4+ years Training/content development and Project Management experience in a tech-support or contact center environment
Proficient in developing spreadsheets (Excel preferred), word processing and e-mail
Experience computing statistics and the ability to carefully analyze large, complex data sets
Previous experience working virtually with global teams as well as building virtual training
Basic HTML to build simple web pages
Background in Adult learning theory and content creation

Training & Quality Specialist Resume Examples & Samples

Development and maintenance of a customer service course
Training employees on customer service policies and procedures, customer service skills, specific client requirements, and IT systems
Conduct various training sessions to meet facility needs, (e.g. on-the-job, customer service, systems enhancements, refresher, technical, retention programs, policy and procedures changes)
Plan and coordinate training sessions in local call center sites
Supervise, coach and evaluate new hires while in training and counsels when necessary to address areas of improvement
Conduct needs assessment and analyzes findings in order to identify training and employee development needs, with moderate supervision and on an ongoing basis. This will also include providing individuals with feedback and improvement suggestions
Create reports including management summaries and status reports on training issues and initiatives
Listens to recorded calls and evaluates them according to defined standards for Call Management, Communications skills, Job Knowledge and System Interactions, as well as First Call Resolution
Works with others to maintain a positive attitude and committed work environment
Other duties may include: Interpret and share weekly status reports on open issues, identify and report reoccurring customer service errors
Provide input regarding calibration process and techniques for ensuring consistency across team of evaluators
Establish and maintain appropriate files and records
Some degree of travel will be required

Servicing Training & Quality Assurance Specialist Resume Examples & Samples

Conduct new hire training classes and assessment by administering all components of the
Four year college degree is preferred
Minimum of two years of Customer Service experience
Previous training experience strongly preferred
Call Center Quality Assurance experience strongly preferred
Mortgage industry and/or Financial Services experience is a plus

Training Quality Specialist Resume Examples & Samples

Inspects homes on a regular basis as assigned and coordinates quality assurance program
Follows-up with customers and resolves problems and complaints
Coordinates, monitors, and participates in video and on-the-job training with Team Captains and/or Trainers as necessary
Maintains inventory equipment, supplies, and products to ensure that all kits are complete and ready each morning
Advises management of customer or employee relations problems
Assists in preparation of daily cleaning schedule
Prepares team books and cleaning assignments
Maintains and updates employee files
Performs other reasonable, related duties as assigned or requested
Speaking and understanding English clearly in person and on the telephone
Reading English on an average adult level
Ability to communicate in written English clearly and effectively
Ability to establish rapport with customers and employees
Ability to operate a personal computer
Ability to drive to several work site locations throughout the workday
Ability to withstand regular physical contact with dog and cat hair, dust, mold, mildew, and cleaning solutions
Ability to wash all hard surface floors on hands and knees
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, and to determine the accuracy, neatness, and/or thoroughness of work assigned (i.e., general labor), or make general observations of facilities or structures
Visual acuity to operate motor vehicles

Training & Quality Specialist Resume Examples & Samples

Conducts learning needs assessment based on their classroom behavior and performance on trainees’ assessment and post-course exams to identify the learning needs of the new entrants
Identifies and recommends training and development learning interventions that have to be designed to respond to the learning need of the new entrants as well as for existing agents based on their QA grades
Monitors calls to validate QA findings for retraining purposes
Participates in the weekly video conference with the US Product Support Managers regarding updates on new products, developments and other related matters
Coordinates logistical requirements for the conduct of the training program such as classrooms, computers - before the scheduled class to ensure smooth and efficient implementation
Undertakes requisition and inventory of laboratory equipment on a monthly basis to insure safety and proper maintenance
Assists LinkSys trainers and respond to their requirements in the course of the conduct of their module to provide support and ensure effective conduct
Pilots tests alternative methods for delivering knowledge and skills to employees for efficiency and effectiveness of the method
Assists Training Supervisor implements a competency based training curriculum for agents
Trains other qualified individuals (new trainers, line trainers) to be able to conduct courses to ensure availability of trainers and that training and development needs of the organization are met
Maintains cleanliness and orderliness of personal and department working environment (including classroom areas) through good housekeeping practices to ensure a safe, orderly, and comfortable physical work environment
Schedules teams to be observed by determining and prioritizing the team that got low quality assurance ratings or making random selection to ensure their performance improvement
Monitors daily an average of 6-8 calls of agents (3x/month per agent) belonging to particular teams either side-by-side or by listening and recording their calls in order to rate the calls using the QA Monitoring Template/criteria for quality; and views 2-3 email and 5-6 voice/chat per day to monitor and record inconsistencies with quality standards
Provides feedback to team leader on the performance of each PSR based on the result of the call monitoring activity and on the quality of technical support made by PSR so that team leaders can take corrective action on improving PSR performance
Tracks performance history of agents and conducts trending analysis to better provide insights to management; supplies feedback to superiors on the quality of agent protocol procedures
Facilitates the signing of the Debriefing Form by the Team Leader in order to document his/her compliance on the grades that were given to the agent and asks them to provide feedback regarding the said meeting in order to address any issues or concerns by notifying the Quality Assurance Supervisor. In cases where QA findings are challenged by the PSR/TL, the tapes are produced and are elevated to the Shift Supervisor and Training Team who will act as the mediator between the two parties
Monitors and issues an Incident Report informing the respective Team Leader, Product Support Shift Supervisor and Quality Assurance Supervisor regarding irregularities such as, but not limited to, abandoning and/or neglecting calls, abuse of AUX codes and violation of standard operating procedures to insure that quality customer service is given to clients
Undertakes inventory of tapes containing the recorded calls of each agent and updates the contents or reuses the said tapes at least every 4 months
Validates performance after retraining to close findings on the concerned PSRs
Attends weekly calibration sessions with LinkSys Headquarters to discuss their findings and QA’s findings as well as to monitor trends in standards in USA and in the Philippines
Supports in the development of quality initiatives on an ongoing basis

Quality Assurance / Training Specialist Resume Examples & Samples

Bachelors Degree (or higher), preferably in a technology/business related discipline, or equivalent experience
Excellent verbal and written communication at all levels
Requires audit or quality assurance related experience and knowledge from a previous role
Minimum of three years in operational or service desk analysis
Experience in providing training or advising on coaching to be provided on identified opportunities
Excellent organizational, planning, problem solving and decision making skills including experience with project management methodologies
Experience working with geographically distributed and culturally diverse workgroups
Advanced experience with MS Office Suite (Excel, Word, etc…), in addition to Project and Visio
Demonstrate strong analytical, technical, communication and quantitative skills; aptitude to drive reporting and projects individually and within a team
Quick learner; proven ability to quickly learn the business, the application, and quickly adapt to ever changing priorities
Business case driven – ability to influence decision making through analysis; able to articulate business benefits and be storyboard driven to secure stakeholder buy-in