Trainer/Quality Assurance (Contact Center)

Company Name:
24-7 Intouch
TRAINER/Quality Assurance
Location: Aurora, CO
Start Date: ASAP
Salary: $35,000 - $45,000, plus Health/Medical, Dental and Vision Benefits

Join a growing and dynamic team! A top North American contact center company is looking for an ambitious, motivated professional with excellent communications skills to join their team as a Trainer for one of their largest clients.
As our Trainer/QA you will be responsible for delivering training modules and running classes of up to 25 people. You will test employees for readiness, learn new products and services and deliver the information by developing creative teaching techniques. You will also interact with our current and prospective clients ensuring they understand the training environment, have up to date reporting on training progress and identify current and ongoing business needs.

Responsibilities include (but are not limited to):
Assesses training needs of agents; develops and delivers training materials
Support development of training plans and curriculum
Interact and report to Clients on training environment, successes and opportunities for development
Conducts training classes and utilizes a variety of teaching techniques including role playing; overcoming objections; dealing with gatekeepers; calming down irate customers; creating a warm and positive experience for all customers.
Teaches sales and customer service techniques.
Proven quality management skills.
Contact Center experience strongly preferred.
Superior verbal and written communication skills.
Develop and manage team of new Trainers and Training Facilitators
Develops and administers knowledge assessment testing
Recommends and develops recursive training when necessary.
Interacts with all areas of the business on products and services to ensure current information at all times.
Provides training to existing employees on new accounts.
Assists with QA monitoring, feedback, coaching.
Provides reporting on effectiveness, progress, improvements.
Performs other duties as required.
Some travel required.

Critical Skills Required:
BS/BA in Education or Business Administration or equivalent work experience required. Must have a knowledge of adult learning principles and the ability to implement these principles into a training curriculum
3+ years previous contact center experience preferred
Experienced in customer service training
Knowledgeable about existing and emerging training methods/tools
Knowledge of call center systems, ACD/IVR, performance statistics
Coaching and mentoring experience
Comfortable with client facing interaction
Strong verbal and written communication skills
Strong presentation skills; strong analytical and problem solving skills
Able to multi-task effectively
High energy
Strong PC skills in Word, Excel, PowerPoint, etc.
Able to work in a fast paced environment
Able to build rapport and listen attentively to the needs of customers
Ability to develop employees through positive motivation and training.
Technically saavy. Proficient knowledge in MS Office programs, Internet browsing, etc.
Ability to adapt to change and innovation

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