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Customer Service Trainer

2 months ago

White House, United States Quality Resource Management Full time
Customer Service Trainer

Who is QRM:

Quality Resource Management, LLC (QRM) is an inbound call center focused on customer service, & benefits compliance, succeeding in becoming a valued and growing resource in a pool of clientele with over 1000 companies. QRM has been awarded Great Place to Work twice We are seeking highly motivated, production-driven and team-oriented individuals to operate as Claim Intake Specialists.

QRM is seeking a Customer Service Trainer to deliver and evaluate training programs for new and existing call center agents. This role involves developing training materials, conducting training sessions, and assessing the effectiveness of training programs to ensure that agents have the knowledge and skills needed to provide excellent customer service. The Trainer works closely with management and other departments to identify training needs and implement strategies for continuous improvement.

Hours for this role will typically be Monday - Friday 8AM - 4PM (CST). Please note there may be times of high training volume when you will need to adjust your schedule to cover a 5PM - 9PM (CST) training. This is a full-time position, however, the role has the ability to be part-time pending that the candidate is available to conduct required trainings.

This is a remote position working from your home office.

Duties/Responsibilities:
  • Training in Operations
    • Training Program Development: Design and develop comprehensive training programs for call center agents, including FNOL and service knowledge, customer service skills, and system navigation.
    • Training Delivery: Conduct engaging and interactive training sessions using various methods such as video instructions, virtual training, and on-the-job training. Ensure that all training is delivered effectively and efficiently.
    • Performance Evaluation: Assess the effectiveness of training programs through evaluation and feedback. Identify areas for improvement and make necessary adjustments to training materials and methods.
    • Ongoing Training and Support: Provide ongoing training and support to call center agents, including refresher courses, upskilling, and coaching. Includes working as needed as a Customer Service Representative (CSR) to stay updated on new process, workflows, and policies to ensure training content is current.
    • Collaboration: Work closely with team leaders, supervisors, and other departments to identify training needs and develop customized training solutions. Participate in meetings and projects to support call center goals and initiatives.
    • Documentation and Reporting: Maintain accurate records of training activities, including attendance, assessments, and feedback. Generate regular reports on training outcomes and agent performance.
    • Continuous Improvement: Continuously seek opportunities to enhance training programs and materials. Stay informed about industry trends and best practices in call center training and development.
Required Skills/Abilities:
  • Strong organizational and multitasking skills.
  • Excellent communication and interpersonal abilities.
  • Ability to work independently and as part of a team.
  • Attention to detail and problem-solving skills.
  • Familiarity with the operational processes and tools used by the team.
Education and Experience:
  • High School Diploma or general education degree (GED) required.
  • 1-2 years of quality assurance experience preferred.
What you will receive:
  • Competitive compensation
  • 30+ hours per week
    • Medical: Eligible 1st day of month following date of hire.
    • Ancillary Benefits: Eligible 1st day of month following 60 days of employment.
      • Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Dependent Care, FSA (Flex Savings Account), Telemedicine, Long & Short-Term Disability, Employee Assistance Program, SavvyFi- College Savings
  • 20+ hours per week
    • Ancillary Benefits: Eligible 1st day of month following 60 days of employment.
      • Dental, Accident Insurance, Critical Illness, Dependent Care, FSA (Flex Savings Account), SavvyFi- College Savings
  • Less than 20 hours per week -
    • Ancillary Benefits: Eligible 1st day of month following 60 days of employment.
      • Dependent Care, FSA (Flex Savings Account), SavvyFi- College Savings
  • 401K: Eligible after 6 months of employment
  • PTO: Eligible after 90 days of employment
  • Employee Assistance Program