Quality and Training Representative 1

The Quality & Training Representative serves as a quality subject-matter expert whose essential technical skills are acquired through previous experience. In addition this role will assist with process improvement initiatives helping the Center business units achieve process optimization through process automation or re-engineering.

POSITION RESPONSIBILITIES:

Quality Audits (New Hire & Experienced pre and post issuance):

• Completes targeted number of quality checks for processing center transactions in multiple lines of business. Must be cross functional.
• Demonstrates technical subject matter expertise and independently generates reports to assist in addressing internal quality and training issues customer concerns and guidelines for workflow and procedural compliance. Makes recommendations develops action plans and escalates to Unit Manager.
• Collaborates with the Quality & Training Unit Manager to identify and support quality initiatives.
• Promotes continuous quality improvement by helping CSRs Team Leads and Supervisors understand quality deficiencies.
• Analyzes quality disputes collaborates with Unit Supervisor to resolve. If unresolved makes judgment recommendation to Quality and Training Unit Manager for final resolution.

Training (New Hire and Experienced):

• Collaborates with the Quality and Training Unit Manager to identify and support training initiatives
• Conducts on-site New Hire CSR training. Conducts on-site and virtual experienced CSR training.
• Conducts re-training for quality trend issues
• Completes new hire and experienced CSR learner assessments to evaluate knowledge transfer
• Incorporates standardized best practices into Training curriculum
• Regularly reviews current curriculum materials. Identifies material content gaps or update needs and escalates to Unit Manager.
• Anticipates CSR skill development needs based on quality findings and trends. Makes recommendations develops action plans and escalates to Unit Manager.

Process Improvement:

• Train and perform quality reviews on new initiatives involving process improvement stemming from automation or re-engineering.
• Assist with process optimization conduct necessary data collection and quantitative analysis automation opportunity identification and prioritization and develop recommendations in conjunction with the business units.

SKILLS/COMPETENCIES REQUIRED:

• Demonstrated effective presentation skills
• Delivers results
• Accountability
• Teamwork
• Demonstrates flexibility
• Communicates effectively (written and oral)
• Demonstrated leadership ability.
• Completes Train the Trainer and other programs to further enhance platform and communications skills.
• Agile experience and certification preferred but not required.
• Certification as a Green Belt or Black Belt Lean or Six Sigma Process Engineer or equivalent experience preferred but not required.

TECHNICAL EXPERTISE/SYSTEMS APPLICATIONS REQUIRED:

• In-depth knowledge in multiple lines of business or specialties.
• Proficient in multiple rating systems.
• High technical proficiency in centralized processing guidelines work flows and TPMs.
• Must be line of business cross functional.

EDUCATION:

High School diploma or equivalent required. Some college or college degree preferred.