Customer Service Trainer and Quality Assurance Specialist, Angeles

Position Overview  

We are seeking a proactive and detail-oriented Customer Service Trainer to design, develop, and deliver impactful training programs for our growing team. The ideal candidate brings a strong background in the customer service industry, complemented by hands-on QA expertise. This individual will play a critical role in equipping our team with the skills, knowledge, and quality standards needed to deliver exceptional customer service while remaining adaptable to organizational changes and evolving business needs. 

Professional Development Program

• Develop, customize, and maintain training materials for diverse areas, including call sales, email sales, interpersonal sales, software usage, and troubleshooting.
• Align all training programs with company goals, processes, and quality standards to ensure consistent team performance.

Training Delivery:

• Facilitate engaging and impactful training sessions for groups of 10+ team members, utilizing interactive teaching techniques to enhance skill retention.
• Adapt training delivery methods to suit varying team needs and learning styles for maximum effectiveness

Quality Assurance Collaboration:

• Participate in weekly QA calibration sessions to ensure training materials and delivery methods align with performance standards and metrics.
• Integrate QA feedback into training sessions to continuously improve trainee performance.

Onboarding Support:

• Lead new hire training sessions that encompass corporate policies, tools, workflows, and role-specific requirements.
• Serve as a key resource for new team members during their transition into the company.

Performance Monitoring and Feedback:

• Assess trainee performance through observation, tests, and QA data.
• Provide constructive feedback and recommend follow-up actions to address skill gaps and enhance performance.

Cross-Functional Collaboration:

• Partner with team leaders, QA specialists, and other stakeholders to identify training needs and gaps.
• Develop targeted learning solutions to address specific challenges and improve overall team efficiency.

Continuous Learning and Development:

• Stay updated on industry trends, training technologies, and innovative learning methodologies.
• Incorporate new learning techniques to make training engaging and effective.