Customer Service Trainer/Quality Analyst

1 week ago

Los Angeles, California, United States VitalConnect Full time

Description
Purpose
The Customer Service Trainer / Quality Analyst is responsible for ensuring the successful onboarding and ongoing development of Customer Service team members. This dual-role position focuses on delivering high-quality training for all new hires, conducting periodic refresher trainings, and monitoring agent performance through regular call quality assessments. The goal is to support a consistent and exceptional customer experience by equipping agents with the tools, knowledge, and feedback necessary for success.

Responsibilities

  • Facilitate comprehensive training for all new Customer Service hires, including systems, workflows, compliance, and soft skills.
  • Collaborate with leadership to keep training materials and documentation up to date with current processes and policies.
  • Monitor and evaluate training effectiveness, incorporating feedback and performance data to improve training delivery.
  • Coordinate with the Customer Service Manager and Supervisors to plan training schedules aligned with staffing needs.

Refresher & Ongoing Training

  • Identify trends or gaps in team performance and provide targeted refresher trainings as needed.
  • Proactively deliver ongoing training sessions to reinforce key knowledge areas or introduce process changes.
  • Support cross-training efforts when agents are transitioning between shifts, roles, or platforms.

Quality Assurance

  • Perform call evaluations on recorded calls for each agent as needed, using established QA scorecards and guidelines.
  • Track quality trends and escalate recurring issues or coaching opportunities to the Customer Service Manager.
  • Contribute to QA calibration sessions to ensure scoring consistency across the team

Requirements
Qualifications

  • 2+ years in a customer service role, preferably in a leadership, training, or quality assurance capacity.
  • Proven ability to design and develop a comprehensive new hire training program from the ground up, ensuring it meets professional standards and aligns with company goals.
  • Strong communication and presentation skills with the ability to coach and motivate others.
  • Familiarity with call center software, QA tools, and ticketing systems (e.g., Salesforce, RingCentral, etc.).
  • Highly organized with a proactive approach to training and performance management.
  • Demonstrated ability to handle sensitive feedback and maintain confidentiality.

Preferred Qualifications

  • Experience developing training materials or standard operating procedures.
  • Working knowledge of HIPAA compliance and/or healthcare customer service.
  • Prior experience using e-learning platforms is a plus.

Salary & Benefits
The estimated hiring salary range for this position is
$50,000-$60,000
. This role is Non-Exempt in CA due salary threshold. The actual salary will be based on a variety of job-related factors, including geography, skills, education and experience. The range is a good faith estimate and may be modified in the future. This role is also eligible for a range of benefits including medical, dental and 401K retirement plan.

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