TrainerDocument Writer Awesome company culture and great perks

Responsibilities and Associated Duties:

• Experience with Data Migration required
  
• Experience working with staff that works remotely
  
• D365 Experience
  

• Draft and prepare documentation detailing new processes; changes recommended, and changes implemented to existing processes
  
• Experience in development of web based training for new hires and reoccurring training topics
  
• Identify training needs and develop comprehensive training plans to ensure all agents are educated and trained/retrained on new or complicated concepts
  
• Organize and maintain process documentation in a manner that will provide ease of access to end users
  
• Facilitate training for new hires, as well as existing employees on new processes and procedures
  
• Accurately perform call monitoring by listening to and evaluating representatives for compliance with policies, procedures, and adherence to the company guidelines
  
• Update and maintain call monitoring documentation
  
• Maintain continuousjobknowledge and awareness of company policies, and overall customer service etiquette requirements
  
• Collect and compile statistical quality data
  
• Analyze data to identify areas for improvement in the quality system
  
• Produce monthly scorecards based on KPIs determine by Guest Services Leadership and provide to Contact Center Managers
  
• Develop, recommend and monitor corrective and preventive actions
  
• Prepare reports to communicate outcomes of quality activities
  

• Read and understand the current Employee Handbook
  

• All other duties as assigned by Guest Services Shift Lead, Manager of Guest Services, or Director of Guest Services and Caterlink
  

Key Competencies

• Attention to detail
  
• Communication skills - verbal and written
  
• Data collection, management and analysis
  
• Problem analysis and problem solving
  
• Planning and organizing
  
• Sound judgment
  
• Decision-making skills
  
• Customer service orientation
  
• Effective interaction with stakeholders
  
• Teamwork
  

Knowledge, Experience and Skill Requirements:

• High School Diploma/Associate Degree Require
  
• Advantage including Quality Auditor, Quality Improvement Associate, Six Sigma
  
• Quality inspection, auditing and testing experience
  
• Experience with implementation of corrective action programs
  
• Product or industry-specific experience
  
• Strong computer skills including Microsoft Office
  
• Knowledge of tools, concepts and methodologies of QA and Training
  
• Experience in training individuals both in person and remotely
  
• Solid experience in effective usage of data analysis tools and statistical analysis
  
• Knowledge of relevant regulatory requirements
  

Operational Demands

The demands described here are representative of those that must be met by an employee to successfully perform the essential function of thisjob. Candidates must also agree to work in accordance to the Employee Handbook and be able to travel in accordance with the current Travel Policy if

Requirements

Knowledge, Experience and Skill Requirements:

• High School Diploma/Associate Degree Require
  
• Advantage including Quality Auditor, Quality Improvement Associate, Six Sigma
  
• Quality inspection, auditing and testing experience
  
• Experience with implementation of corrective action programs
  
• Product or industry-specific experience
  
• Strong computer skills including Microsoft Office
  
• Knowledge of tools, concepts and methodologies of QA and Training
  
• Experience in training individuals both in person and remotely
  
• Solid experience in effective usage of data analysis tools and statistical analysis
  
• Knowledge of relevant regulatory requirements
  

Benefits