Supervisor, Trainer QA&T - Eco-Life Employment Group : Job Details

The Supervisor, Trainer QA&T is responsible for supervising the implementation, monitoring, and evaluation of assigned training staff along with new and existing Customer Service Representatives while training on specific issues or initiatives. Responsible for research, needs analysis, and delivery of training and development materials for the Customer Service Section. The Supervisor, Trainer QA&T prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. Will work in collaboration with trainers and management to develop training and morale boosters to make for a positive work environment. Collaborates with management and recommends progressive disciplinary actions in accordance with the clients' policies and procedures.

Duties & Responsibilities

Facilitates training classes for new employees covering specified areas such as on-the-job training to ensure the highest level of performance possible. Administers testing to trainees to measure progress and to evaluate effectiveness of training.

Oversees, mentors, supports, and coaches trainers to demonstrate an exceptional level of training techniques. Provides constructive feedback and action plans with strategies for continuous improvement.

Evaluates the progress of trainers and trainees to ensure that an acceptable level of performance is implemented and received throughout the training process. Prepares and reviews performance evaluations to ensure a complete understanding of an acceptable level of performance.

Conducts periodic phone call monitoring to ensure that all CSRs are providing the level of customer service that is required.

Assists with planning workload, workflow deadlines, work objectives, and time management. Supports all other functions contained within Quality Assurance & Training.

Knowledge, Skills and Abilities

 Ability to possess strong leadership, supervisory, facilitation and problem-solving skills to ensure effective and efficient employee training.

 Ability to interpret processes, operating and maintenance instructions, and procedures manuals.

 Ability to assist with the development and proofreading of training manuals.  Ability to make sound decisions based on clients' policies and procedures with minimal assistance.

 Excellent coaching, motivating, practical judgment skills.

 Excellent communication (written and verbal) and interpersonal skills.  Knowledge of violation enforcement operations and procedures.

 Advanced customer service skills.

 Good analytical and organizational skills.

 Proficiency in Microsoft Office, Outlook/E-mail and the Internet.

 Comfortable communicating with all levels of management.

Physical Demands

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Required Education / Experience

High School diploma or G.E.D. equivalent required from accredited institution. Two years of experience in Customer Service/Relations, public comment, or call center environment.

Minimum three (3) years' previous relevant leadership or supervisory experience required.