Call Center Trainer (QA)
Des Plaines, IL 60018
• Monitors inbound and outbound telephone calls within the call center to ensure service meets all quality assurance standards and KPIs • Documents customer service quality issues according to company procedures, prepares and presents reports to Call Center Managers • Establishes goals and partners with Call Center Managers to communicate performance metrics to call center staff • Provides ongoing feedback and coaching to call center staff and conducts compliance audits for quality, accuracy and adherence to standards and procedures • Answers phone calls, responds to webchats, and handles call escalations as needed during high volume peaks • Works to improve upon all metrics for the call center as a whole and individually through QA, coaching and training • Acts as a subject matter and technical expert on company policies, procedures and tools • Refines training curriculum and integrates QA observations into group and one-on-one training and coaching sessions • Continually works to assess needs and develop training solutions that can be integrated into existing training modules or in the development of new modules • Trains new call center employees on all systems (phone, webchat, etc.) and participates in coaching and training for existing employees • Can create training curriculum for other business departments and conduct their training
• High School degree or equivalent, some college preferred • Minimum 3 years of experience in a high volume sales call center environment as a QA Specialist & Trainer • Experience with Interactive Intelligence, Inc. (ICBM and Admin Version preferred) • Experience in sales, financial services or related field desirable • Proficiency in Microsoft Office Suite • Experience using online chat in a high volume call center • Excellent interpersonal, verbal and written communication skills • Superior multi-tasking skills with the ability to navigate multiple system applications • Bilingual Spanish a plus • Experience in developing and building training programs
SPECIALTIES: All Office & Human Resources related positions.
EXPERIENCE: My area of specialty includes: Direct hire placement, Executive search, Temporary placement, Temporary-to-hire placement and Project recruiting.
I’M IN THIS BUSINESS BECAUSE: There’s no better feeling than helping someone realize their goals by assisting them in advancing their career. I love making that connection! My goal is to consistently build long lasting relationships with both my clients and my applicants.
CLIENTS CAN COUNT ON ME BECAUSE: I pride myself on the quality of my work and I truly CARE about their needs. The better I know them, the better my understanding is as to who would fit their needs.”