YoungWilliams ยท 1 day ago
QA Training Coordinator
Livonia, MI
Full-time
Onsite
Entry Level
1+ years expYoungWilliams is seeking a QA/Training Coordinator 2 who is responsible for developing and delivering training materials to staff members, monitoring quality assurance plans, and addressing remedial training needs. The role involves ensuring compliance with quality standards, conducting training sessions, and providing coaching to employees.
Child CareConsultingCustomer ServiceGovernment
Responsibilities
Ensures activities and processes comply with both company quality standards and applicable contractual standards
Enters, transcribes, records, stores, or maintains information in written, electronic and magnetic form relating to services, processes and quality systems
Researches, develops, plans, organizes and delivers training materials to staff members, administers course exams and material review for new hires, conducts ongoing and remedial staff training
Enhances the skills and knowledge of employees through training programs focused on job-specific program competencies and soft skills
Writes materials for new training programs and review, evaluate and modify existing and proposed programs
Schedules training sessions with individual training programs, ensuring facility setup, audiovisual setup, and employee notification
Monitors staff related to call monitoring, data entry, and overall customer service functions
Conducts live monitored calls when training classes are not in session; provides one-on-one coaching to call center employees based on the outcome
Provides required training reports in a timely manner to the Training Manager (live monitored calls, new hire training classes, training activities and outcomes)
Conducts quality assurance for completeness, accuracy, consistency and conformity
Coordinates review activities as assigned by management and documents the disposition of evaluation challenges
Maintains updated knowledge of the program, including policies and procedures as referenced in the employee and quality manual
Researches and gathers data for special studies
Regular and timely attendance
Other duties as assigned
Qualification
Required
Ensures activities and processes comply with both company quality standards and applicable contractual standards
Enters, transcribes, records, stores, or maintains information in written, electronic and magnetic form relating to services, processes and quality systems
Researches, develops, plans, organizes and delivers training materials to staff members, administers course exams and material review for new hires, conducts ongoing and remedial staff training
Enhances the skills and knowledge of employees through training programs focused on job-specific program competencies and soft skills
Writes materials for new training programs and review, evaluate and modify existing and proposed programs
Schedules training sessions with individual training programs, ensuring facility setup, audiovisual setup, and employee notification
Monitors staff related to call monitoring, data entry, and overall customer service functions
Conducts live monitored calls when training classes are not in session; provides one-on-one coaching to call center employees based on the outcome
Provides required training reports in a timely manner to the Training Manager (live monitored calls, new hire training classes, training activities and outcomes)
Conducts quality assurance for completeness, accuracy, consistency and conformity
Coordinates review activities as assigned by management and documents the disposition of evaluation challenges
Maintains updated knowledge of the program, including policies and procedures as referenced in the employee and quality manual
Researches and gathers data for special studies
Regular and timely attendance
1 year experience in a contact center or customer service training environment required
Experience with adult learning principles
Experience moderating large groups
Professional experience with Microsoft Office products
Demonstrated interpersonal skills, presentation skills, ability to work productively with all levels in an organization
Preferred
Associate's degree from an accredited college or university preferred. Additional experience will be considered in lieu of degree
Experience coaching, training, and motivating employees
Company
YoungWilliams
YoungWilliams offers various tools and technology to government agencies to improve their quality of services for child support.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Tidwell, MBA
Chief Technology Officer
Company data provided by crunchbase