Call Center Inside Sales Training and QA

The Quality Assurance/Trainer is responsible for establishing and improving processes that ensure the Scheduling Specialist team is well-versed in the policies, procedures, product knowledge, and services offered by Express Flooring. The Quality Assurance/Trainer will ensure that Scheduling Specialists meet the customer service metrics for quality standards to achieve optimum customer service initiatives and customer satisfaction. The Quality Assurance/Trainer will also assist in ensuring that all Scheduling Specialists are properly trained and equipped to handle customer inquiries, verbal and written. High level of knowledge of Scheduling Specialists functions and responsibilities.

Essential Duties And Responsibilities

• Monitor daily phone calls of Scheduling Specialists to ensure accurate and timely information is provided to customers.
• Monitor customer email responses to ensure their issues or problems are professionally addressed in a timely manner.
• Train personnel in their assigned task and responsibilities and evaluate performance.
• Communicate with supervisor and manager regarding activities on training projects.
• Coordinate with supervisor for various issues that develop.
• Evaluate Scheduling Specialist performance and recommend an appropriate course of training.
• Ensure proper record keeping and documentation of training activities.
• Document quality issues and performance measures.
• Build and develop strong inter-personal relationships with the team, to cohesively bond them together with Express Flooring vision and core values for the customers.
• Help agents improve their performance with specific instructions and constant support.
• Comfortable with classroom training and public speaking
  
  

Education And Work Experience

• Bachelor's Degree preferred
• Proficient in Microsoft Office Suite; Salesforce based systems, dialing systems
• Intermediate Excel Proficiency
• Ability to coach and mentor customer service representatives. Promote employee engagement and, collaboration.
• Ability to prioritize and balance multiple responsibilities and projects.
• Detail oriented, with the ability to provide detailed feedback to representatives.
• Excellent verbal, and written, interpersonal and listening communication skills.
• Strong problem analysis and solving skills.
• Extensive knowledge of customer service policies, procedures, and principles.
• Strong leadership, and team building skills.
• Ability to handle problems quickly and efficiently.
• Comfortable with public speaking and high communication skills