Overview

The National Call Center Training Quality Assurance Specialist provides new hire training and on-going training for the National Call Center (NCC) as well as develops new training to meet the ever-changing needs of our growing call center. This individual is self-motivated and works well in a team environment.

Primary Responsibilities

• Perform monthly one-on-ones with staff to review performance
• Plan and deliver new hire training
• Develop new training modules
• Deliver up-training to agents and management team
• Provide recommendations for agents when quality standards are not met
• Work with the management team in providing additional coaching and training
• Provide feedback to management team
• Recognize necessary process improvements and make pro-active recommendations to the management team
• Handle incoming calls and resolve customer issues
• Stay abreast of state-specific requirements for divisions supported by the NCC
• Monitor Call Center agents inbound and outbound calls
• Score and evaluate calls based on agent adherence to quality processes and service standards
• Identify knowledge gaps and inaccuracies to ensure exceptional service standards are met
• Perform other job-related duties as assigned

Additional Primary Responsibilities

Minimum Qualifications

• High school diploma or equivalency plus two years of experience
• Knowledge of other MS Office Suite and/or software applications related to job functions
• Demonstrated ability to coach and mentor staff on call performance
• Ability to employ different coaching techniques based on the audience s preferred method of learning
• Highly organized with attention to detail
• Good judgment and decision-making ability

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine
• Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

Southern Glazer’s Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.