Global L&D Director focusing on training excellence and employee onboarding across three global locations in the gaming industry. Leading international programs to enhance QA processes and talent development.
About the role
- Quality Analyst ensuring exceptional customer experience by evaluating interactions and conducting training. Driving continuous improvement and maintaining quality scorecards for customer service excellence.
Responsibilities
- Facilitate classroom style training sessions as a primary responsibility including onboarding for new hires and ongoing departmental training
- Evaluate quality on customer facing transactions including, but not limited to, calls, cases, incidents, returns, emails, and online chats for all areas
- Perform skill gap trending analysis and provide feedback for department and role specific areas
- Maintain/update training curriculum
- Conduct monthly coaching sessions with coworkers to improve their areas of opportunity and reinforce positive behaviors
- Respond to and track all customer complaints including, but not limited to, letters, surveys, social media complaints and customer loyalty surveys
- Deliver summary of feedback, communicate progress and resolutions, analyze quality trends and deliver feedback to any assigned management teams
- Provide training updates and ensure updates are communicated to the leadership team
- Contribute to department resources by developing manuals and curriculum for onboarding new coworkers
- Create, maintain, and analyze quality scorecards to monitor performance, identify trends, and guide coaching and training efforts
- Assist coworkers and management as needed or in periods of high volume
- Participate in process improvement initiatives that drive a solid balance of productivity and providing positive 'one touch' experiences for our customers
Requirements
- High School Diploma or General Education Degree
- 2+ years of experience facilitating group or classroom training in a corporate environment with a focus on onboarding and skill development
- 2+ years of customer service experience
- Previous experience conducting group or classroom coaching/training in a corporate environment
- Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders
- Appropriately deliver both positive and constructive feedback to others
- Balance competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines
- Work independently with little direction
- Strong organizational and time management skills
- Ability to quickly learn new applications and processes and put them into practical use
- Possess creative problem-solving skills and take responsibility to resolve customer situations
- Leverage extensive knowledge of policies and tools to guide team direction and improvements
- Analyze information to solve ongoing problems and implements procedures and approaches to complete work
- Experience designing or maintaining training materials and curriculum is preferred
- Familiarity with quality scorecards or performance tracking tools to support coaching and development is a plus
Benefits
- Not specified in the job description
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