The Quality Assurance & Training Coordinator

The Quality Assurance & Training Coordinator is responsible for developing and delivering training materials to staff members, monitoring and evaluating quality assurance plans, and addressing remedial training needs.

• Ensure activities and processes are in compliance with both company quality standards and applicable contractual standards
• Enter, transcribe, record, store, or maintain information in written, electronic and magnetic form relating to services, processes and quality systems
• Develop and Deliver training materials to staff members, administer course exams and material review for new hires, conduct ongoing and remedial staff training
• Research, plan, organize, and conduct training programs
• Write materials for new training programs and review, evaluate and modify existing and proposed programs
• Schedule training sessions with individual training programs ensuring facility setup, audiovisual setup, and employee notification
• Monitor staff related to call monitoring, data entry, and overall customer service functions
• Assess the effectiveness of training programs
• Conduct quality assurance for completeness, accuracy, consistency and conformity
• Coordinate review activities as assigned by management and document the disposition of evaluation challenges
• Maintain updated knowledge of the program, including policies and procedures as referenced in the employee and quality manual
• Research and gather data for special studies
• Perform other duties as may be assigned by management

Minimum Requirements:

• An Associate s Degree from an accredited college or university preferred, equivalent experience considered in lieu of degree
• 1 year experience in a contact center or customer service environment required
• Experience with adult learning principles
• Knowledge and experience with child support and customer service programs preferred
• Good public speaker and at ease moderating large groups
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to conduct and manage project reviews and communicate process improvement recommendations
• Ability to motivate and inspire audience to engage in subject material.
• Ability to work collaboratively in a team environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Advanced level skills in Microsoft Office (Power Point, Excel, Word, and Outlook).

Job Type: Full-time

Pay: $11.68 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Livonia, MI: Reliably commute or planning to relocate before starting work (Required)

Experience:

• ISO 9001: 1 year (Preferred)

Work Location: In person