Position Title: Specialist: Quality and Training
Department: Quality Reporting to: Quality Supervisor
Compensation Band/Level: Non Exempt 2B
Company Summary:
We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Position Summary:
The Specialist Quality and Training performs all duties required of a Quality Coach as well as conducts training activities as needed for new hire employees and ongoing needs. The Specialist Quality and Training has regular interaction with the LOB Client collaborating on calibrations, new programs, process analytics and improvement. The Specialist Quality and Training is trusted to identify and implement change management strategies that continuously develop agent and program performance. New processes and procedures are communicated through the Specialist Quality and Training to agents requiring the ability to convert concepts and abstracts into tangible materials and programs
Overall Responsibilities:
- Communicates with and supports all relevant stakeholders (Quality Manager, Operations Manager, Supervisors, the Client and agents)
- Analyze DSAT and present drivers in cooperation with Client Quality Delivery Manager;
- Propose process change with recommendation to mitigate any negative impact to different metrics;
- Establish rapport and effective working relationships with Quality Delivery Manager and business owners in order to understand account specific.
- Provide effective, accurate and constructive feedback to agents to ensure continuous improvement
- Coordinate and/or participate in client calibration sessions
- Conduct Process and Agent Level Transaction Monitoring
- Ensure consistent application of the quality process/system.
- Facilitate Quality training and/or initiatives
- Diagnosis continuous improvement opportunities applicable to account, workgroup and department.
- Utilize common process methodology for process improvement.
- Develop and maintain quality reports at agent, team, and call center level. Tracking trends and ensuring the realization of action plans
- Develop and streamline Quality procedures.
- Provide written and verbal feedback to leadership, the client and agents on evaluations and process improvement recommendations.
- Work closely with Team Leaders and Operations Managers to identify knowledge gaps, create action plans to bridge them and achieve all goals
- Delivers new Hire and Continuing Education Training to all agents assigned to program
- Provides program specific training to support staff as needed.
- Participate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classes.
Job Requirements:
Knowledge, Skills and Abilities
- Superior written and verbal communication skills and presentation skills.
- Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
- Self-motivated
- Performance-oriented
- Mentoring, coaching and development skill
- Facilitation and Presentation skill to provide classroom training
- Ability to build rapport and work effectively with all levels of management and clients.
- Analytical skill
- Must be able to handle multiple projects simultaneously & be receptive to change
- Strong knowledge of the applicable client account is required
- Strong Customer Service/Retention/Sales/ Technical Support skills.
- Proven Past Performance Associated With Current Quality guidelines
- Flexible to work any shifts within department hours of operation.
Education/Experience:
- 2 or 4 year degree in related field from an accredited four-year college or university with some related work experience,
- 2-4 Years of relevant call center experience; preferably in LOB or related functional area
- 1 year plus experience on the applicable client account
Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Standard General Security Roles and Responsibilities
- Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
- Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
- Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
- Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
