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Training - QA Specialist

Company: Valley Bank
Location: Wayne
Posted on: January 13, 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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