Customer Training Specialist job in San Antonio, TX
Vacancy has expired
San Antonio, TX CorTech LLC
| Job Ref: | 375140 |
| Employer: |
CorTech LLC |
| Job Type: | Contract |
| Salary and Benefits: | 19.00/Per Hour |
| Remote: | No |
Location |
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| City: | San Antonio, TX |
| Post Code: | 78249 |
| Map: |
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Description |
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JobsRUs.com is seeking to hire a Customer Training Specialist for our client in San Antonio, TX! Benefits Available! Weekly Pay! Pay Rate - $19/hr 1st Shift: Monday-Friday, 7:30am-4:30pm Job Description We are seeking a Contact Center Training & QA Specialist to support Customer Care teams across the U.S. This role combines contact center training, quality assurance, coaching, data analysis, and continuous improvement. The ideal candidate has experience training or coaching customer service representatives and evaluating customer interactions across calls, chats, and emails. This position will use quality and performance data to identify training needs, develop solutions, and improve the customer experience. Key Responsibilities Provide training on handling customer contacts, including phone calls, chats, and emails. Deliver individualized feedback and coaching to Customer Care associates at various leadership levels. Create and deliver entry-level and advanced training programs using the ADDIE instructional design methodology. Analyze quality, training, and performance data to identify skill gaps and develop individualized coaching or training plans. Provide QA reports and performance insights to Supervisors and Managers. Review customer escalations to identify training or process gaps and recommend solutions. Develop employee development plans based on quality and performance assessments. Partner with Operations to maintain and update: Knowledge management systems Job aids and roadmaps Training materials Customer service tools and resources Reinforce customer service best practices and quality standards. Identify process or procedural gaps and recommend improvements. Provide input into Customer Care employee performance evaluations. Support compliance with company, departmental, regulatory, and quality requirements. Participate in Lean, Six Sigma, and continuous improvement projects. Collaborate with Operations, Quality, Training, and other departments to improve service delivery. Stay current on company procedures, customer service standards, and applicable policies. Take ownership of ongoing professional development and maintain subject matter expertise. Qualifications Required Experience in customer service, contact center operations, training, quality assurance, or coaching. Experience providing feedback or coaching to employees. Strong analytical and problem-solving skills. Experience reviewing performance or quality data. Excellent verbal and written communication skills. Ability to work with employees at different levels of an organization. Strong organizational and time-management skills. Ability to manage multiple priorities in a fast-paced environment. Strong attention to detail. Proficiency with Microsoft Office and common business software. Preferred Contact center QA experience. Experience monitoring calls, chats, and emails. Experience developing or delivering contact center training. Knowledge of the ADDIE instructional design model. Experience with Knowledge Management Systems and job aids. Lean or Six Sigma experience. Experience with performance metrics, QA scorecards, and reporting. Experience working in a regulated or compliance-focused environment. Ideal Candidate The ideal candidate is a customer service training and quality professional who can analyze performance data, identify skill gaps, coach employees, and develop practical training solutions. You should be comfortable working with Customer Care, Quality, Training, and Operations teams and using data to improve employee performance, compliance, and the overall customer experience. Core Skills Contact Center Training Quality Assurance Call, Chat & Email Monitoring Coaching & Feedback Performance Management Quality Reporting Data Analysis Customer Service ADDIE Knowledge Management Process Improvement Lean / Six Sigma Compliance Communication Problem Solving Collaboration Attention to Detail BD04123JD | |
ref: (375140)
40 days ago
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