Trainer and Quality Specialist
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Job Location:
Monthly Salary:
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Purpose:
Responsible for both Help Desk Operational quality: Training and Quality Assurance.
As a trainer he/she will be delivering technology application and customer service skills development initiatives for each supported client targeting mostly the help desk analyst layer. As a Quality Assurance Analyst the QA Analyst /Trainer performs QA and remediation for the Help Desk Analyst population.
Principal Accountabilities:
Training Preparation
- Constantly assess training needs of the Help Desk Analysts.
- Ongoing Training: Regularly assess Help Desk Analysts proficiency against required skills by administering regular skill assessments.
- New Application Training: Stay informed on upcoming changes in the clients system (Change Management Process).
- Prepare Training plans and Training material based on above assessment.
- Schedule training classes in coordination with Helpdesk Assoc. Manager and staffing schedules with minimal impact on call taking ability.
Training Delivery
- Deliver training to current and new hire HDAs on the following:
- OCE Sales & OCE Admin specific to Tier 1 support
- Mobile Intelligence
- Customer service skills.
- Other Client application & process (e.g.: escalation procedures troubleshooting scripts etc.)
- Help Desk processes and technology.
- Training can be instructor-led and or self-training.
Monthly assessment
- Develop and administer a comprehensive skills assessment as needed and required.
- Present results to the Ops Team and make recommendations for remediation as required.
- Develop other ad-hoc skills assessment as required (new application etc.)
QA activities
- Perform QA assessments as required.
- Provide real time coaching formulate action items and refresher trainings based on QA assessments.
- Monitor Help Desk Analyst progress after refresher training has been performed.
- Provide group and individual performance feedback based on fact based data (training assessments and/or QA results).
- Drive the RCA call intended to identify patterns of issues and wholesale training opportunities.
- Conduct a session with all the HDAs to discuss the findings of the RCA Call.
Administrative
- Regular reporting on training & QA activities specifically: Monthly assessment results & QA Results.
- Completes administrative duties such as team member progress and performance reports and tracking all training level data in appropriate databases.
- Manage training room and equipment logistics.
Knowledge Management
- Keep knowledge databases updated with current global and customer specific details
Minimum Education Experience & Specialized Knowledge Required
- College graduate. or equivalent work experience.
- Service Desk or sales skills and experience.
- Minimum 1-2 years of management experience in a technical customer service environment or equivalent work experience.
- Prior training related experience preferred.
- Excellent verbal and written communication skills.
- Excellent presentation and organizational skills.
- Quantitative and qualitative analysis skills.
- Microsoft Office Suite Windows Operating Systems and Internet applications.
- Problem solving skills organizational skills and the ability to exercise sound judgment in any customer service scenario.
IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at .
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements misrepresentations or material omissions during the recruitment process will result in immediate disqualification of your application or termination of employment if discovered later in accordance with applicable law. We appreciate your honesty and professionalism.
At IQVIA we believe that diversity inclusion and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone everywhere. When our talented employees bring their authentic selves and their diverse experiences to work they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes.
Required Experience:
IC
Key Skills
- Quality Assurance
- FDA Regulations
- Data Collection
- Food Safety Experience
- ISO 9001
- Mobile Devices
- Root cause Analysis
- Quality Systems
- OSHA
- Food Processing
- Quality Management
- cGMP
About Company
IQVIA is the Human Data Science Company™. We are inspired by the industry we serve and provide solutions that enable life sciences companies to innovate with confidence, maximize opportunities and ultimately drive human health outcomes forward. Our approach is Human Data Science – a d ... View more
