Training/QA Specialist - Call Center

Company: Valley Bank
Location: Wayne
Posted on: May 19, 2023

Job Description:

Under the direction of the Manager, the Customer Care Training Specialist is responsible for conducting training sessions for new team members and on-going training for the Customer Care team. Will be responsible for reviewing and creating training material, providing support to Team Leaders and monitoring the effectiveness of the 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 the Learning and Development 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.).
• Collaborate both face to face and virtually with the Learning and Development and Customer Care 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 Team Leaders in Call Center servicing as needed.

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