Quality and Training Specialist
Quality and Training Specialist
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Job Description
Position Overview
The Quality & Training Specialist is responsible for ensuring that all customer care representatives are effectively trained supported and consistently meeting high performance standards. This role combines training program development quality assurance oversight and coaching to drive continuous improvement in both customer interactions and order processing accuracy.
Key Responsibilities
Training & Development
Design deliver and continuously improve onboarding and training programs for new representatives.
Develop training materials job aids and process documentation to support ongoing learning.
Conduct refresher training sessions to address knowledge gaps and introduce new policies products or systems.
Quality Assurance
Develop and implement quality assurance standards scorecards and evaluation methodology.
Regularly monitor listen to and grade customer calls for professionalism accuracy compliance and customer experience.
Audit order processing accuracy ensuring adherence to company policies product knowledge and service-level agreements.
Generate reports and insights based on quality monitoring to identify trends and improvement opportunities.
Coaching & Performance Support
Provide timely feedback and 1:1 coaching to representatives based on quality evaluations.
Partner with supervisors and leadership to address performance gaps and recognize top performers.
Support employees in building customer service product knowledge and problem-solving skills.
Process & Continuous Improvement
Collaborate with leadership to identify process inefficiencies and recommend improvements.
Maintain accurate and up-to-date quality and training documentation.
Act as a subject matter expert for customer care policies systems and best practices.
Qualifications
Experience in using Microsoft Offices products including Word Excel and PowerPoint
Bachelors degree (preferred) with a minimum of two (2) years of experience. Relevant experience may be substituted for education.
Experience with building a competency-based training process/program
Ability to prioritize plan schedule and arrange own activities in accomplishing objectives under minimal supervision
Attention to detail in performing data management and analytical tasks
The US base pay range for this full-time position is $22.83 - $28 an hour benefits. Our pay ranges are determined by role level and location. The range displayed on each job posting reflects the minimum and maximum target for new hire pay rate. Within the range individual pay is determined by work location and additional factors including job-related skills experience and relevant education or training. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base pay only and do not include bonus equity or benefits.
Össur is a leading global provider of prosthetics and bracing and supports solutions.
Embla Medical is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available individual in every job.
Embla Medicals equal opportunity policy prohibits all discrimination (based on race color creed sex religion marital status age national origin or ancestry physical disability mental disability military service pregnancy child birth or related medical condition actual or perceived sexual orientation or any other consideration made unlawful by local laws around the world).
Embla Medical is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all individuals involved in the operations of Embla Medical and prohibits discrimination by any employee of Embla Medical including supervisors and co-workers.
Important Warning: Beware of fraudulent recruiters impersonating our company. Please take extra caution when asked for any sensitive personal information such as social security numbers or bank account details. We will never ask you for any form of payment during the recruitment process. Please make sure you refer to our official website.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
