Quality Assurance Analyst/Training Facilitator

About 24-7 Intouch 

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - https://vimeo.com/177119191

About the Job

We are changing the way people think about customer service, and we need your help! 
Are you a leader with a passion to help people learn? We’re looking for a Quality Assurance Analyst/Training Facilitator to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities.

As Quality Assurance Analyst/Training Facilitator, You Will…

Main Responsibilities
  • Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
  • Complete Quality Assurance and coaching session reports on a weekly basis
  • Attend and participate in meetings with supervisors and managers to review monitoring lists
  • Attend and participate in partner and internal calibration meetings
  • Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
  • Report scripting problems or questions from callers to appropriate departments

Secondary Responsibilities
  • Provide training to new and existing employees 
  • Develop and deliver training plans and curriculum to classes of up to 25 people 
  • Develop and utilize a variety of creative teaching techniques
  • Develops and administers knowledge assessment testing 
  • Assist with QA monitoring, feedback and coaching
  • Maintain up-to-date reporting on training progress, effectiveness and improvements
  • Perform other duties as assigned

As Quality Assurance Analyst/Training Facilitator, You Have…

  • BS/BA in Education or Business Administration or equivalent work experience required
  • 3+ years previous contact center experience preferred
  • 1-2 years of Quality Assurance experience (preferred)
  • Knowledge of adult learning principles and the ability to implement these principles into a training curriculum 
  • Experience in customer service training
  • Intermediate knowledge of MS Excel, MS Word and MS Office (required)
  • Strong verbal and written communication skills, including spelling and grammar
  • Excellent organizational and time management skills
  • Ability to multi-task under high-pressure situations
  • Ability to solve problems and offer suggestions in a positive and developmental manner
  • Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
  • Ability to perform basic mathematical functions to ensure scoring accuracy
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Valid travel documents for international travel

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