Senior Specialist Customer Service Training and Call Quality
Core
Design and manage training programs for new hires, process changes, and system improvements while auditing training efficiency and mentoring performance to ensure compliance and service quality.
Role type
Senior Specialist in Customer Service Training and Call Quality
Builds
Comprehensive training programs, engaging training materials (presentations, handouts, online resources), and documented quality systems
Domain
Healthcare / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work -> dashboards & analysis (training materials, quality audits, SOP documentation)
Required skills
Training program design, adult education, CRM/ERP proficiency, quality assessment, SOP documentation, cross-functional collaboration
Preferred skills
CPLP or CTP certification, LMS experience, Project management or Lean Six Sigma (Blue Belt+), bilingual/multilingual communication
Technologies
JDE, SAP, Microsoft Office (Word, Excel, Outlook), Learning Management Systems
Responsibilities
Build and develop comprehensive training programs for new hires and process updates; Build and deliver engaging training materials; Collaborate with subject matter experts for content accuracy; Implement evaluation methods to audit training efficiency; Provide feedback and mentor on performance issues through quality assessments; Maintain a well-documented quality program; Distribute quality communications to the Customer Service Organization
Seniority
Senior, hands-on IC
