200+ applicants

Company

Clipboard Health · 6 hours ago

Training Specialist - Customer Support (Workplace)

United States

Full-time

Remote

Entry, Mid Level

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Responsibilities

Develop Comprehensive Training Programs: Design, implement, and refine training sessions for customer support agents, focusing on quality standards, process adherence, and effective problem-solving.

Training Needs Analysis: Conduct ongoing assessments to identify areas where agents need support or additional training, tailoring content to address specific quality challenges and skills gaps.

Onboarding: Lead new hire training programs that equip agents with a strong foundation in customer support best practices and Clipboard Health’s quality standards.

Audit Agent Interactions: Perform regular quality audits to assess agents’ performance, identifying specific training needs and opportunities for skill enhancement.

Performance Feedback:Deliver constructive feedback to agents based on audit findings, helping them improve through coaching and targeted training modules.

Quality Insights for Training Enhancement: Use insights gained from quality audits and agent performance to continually improve training content, ensuring that training programs are relevant and impactful.

Stakeholder Engagement: Actively participate in quality and performance review meetings, sharing insights from training assessments and contributing to Clipboard Health’s broader quality improvement strategies.

Measure Training Effectiveness: Implement post-training assessments and feedback loops to measure the impact of training initiatives and adjust as necessary to maximize learning outcomes.

Knowledge Base Maintenance: Write, update, and organize knowledge articles and SOPs that serve as key resources for the support team, ensuring accessibility and accuracy.

Training Materials: Create clear, engaging training materials, such as presentations, guides, and process documents, that support agent learning and quality improvement.

Cross-Team Collaboration: Partner with the quality and support teams to ensure that all knowledge resources are up-to-date and reflect any recent changes in processes or best practices.

Qualification

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Training Program DesignQuality AuditsCoachingGoogle WorkspaceContent CreationFirst Principles Thinking

Required

Familiarity with various training methods, including virtual classroom sessions, role-play, e-learning platforms, and tools such as Google Workspace.

Develop Comprehensive Training Programs: Design, implement, and refine training sessions for customer support agents, focusing on quality standards, process adherence, and effective problem-solving.

Training Needs Analysis: Conduct ongoing assessments to identify areas where agents need support or additional training, tailoring content to address specific quality challenges and skills gaps.

Onboarding: Lead new hire training programs that equip agents with a strong foundation in customer support best practices and Clipboard Health’s quality standards.

Audit Agent Interactions: Perform regular quality audits to assess agents’ performance, identifying specific training needs and opportunities for skill enhancement.

Performance Feedback: Deliver constructive feedback to agents based on audit findings, helping them improve through coaching and targeted training modules.

Measure Training Effectiveness: Implement post-training assessments and feedback loops to measure the impact of training initiatives and adjust as necessary to maximize learning outcomes.

Knowledge Base Maintenance: Write, update, and organize knowledge articles and SOPs that serve as key resources for the support team, ensuring accessibility and accuracy.

Training Materials: Create clear, engaging training materials, such as presentations, guides, and process documents, that support agent learning and quality improvement.

Cross-Team Collaboration: Partner with the quality and support teams to ensure that all knowledge resources are up-to-date and reflect any recent changes in processes or best practices.

First principles thinking: Can design training programs from the ground up, iterating rapidly and discarding ineffective methods.

Providing Feedback and Coaching: Skilled in providing direct, actionable feedback to agents, focusing on precise areas for improvement to drive measurable quality improvements in their performance.

Ownership: Takes complete responsibility for the training cycle, from onboarding through to agents’ first day on the job.

Verbal communication: Can effectively communicate new information in a short time to a culturally diverse group of agents, while keeping them engaged in the content.

Attention to detail: Meticulously evaluate customer interactions, identify quality issues, fine-tune SOPs, and deliver feedback that directly targets specific areas for improvement.