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Training - QA Specialist

Company: Valley Bank
Location: Wayne
Posted on: January 10, 2022

Job Description:

Under the direction of the Manager, the Training-Quality Assurance Specialist is responsible for conducting and monitoring the effectiveness of call center training programs to meet on-going new hire and organizational needs. Responsibilities include but are not limited to:

  • Conduct new hire and ongoing training programs; includes pre-class and post-class administrative duties.
  • Provide feedback on assigned training programs and related materials to meet organizational needs.
  • Communicate participant coaching/intervention needs to training and Call Center Management, when necessary.
  • Maintain current knowledge of topics, regulations and trends in banking through periodicals, seminars, meetings.
  • Update materials based upon organizational changes (i.e., policies, procedures, regulations, etc.).
  • Continuous coaching and process improvement.
  • Collaborate both face to face and virtually with other members of the Learning and Development and Customer Service team to ensure business objectives are met through effective learning solutions.
  • Work in partnership with subject matter experts to ensure training aligns with goals and policies/procedures of the organization.
  • Performs call monitoring and utilizes trend data to determine areas for training improvement.
  • Assist in Call center servicing to customers as needed.

Keywords: Valley Bank, Wayne , Training - QA Specialist, Other , Wayne, New Jersey

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