HR Call Center Trainer and Quality Assurance Specialist Job in Northbrook, Illinois US

HR Call Center Trainer and Quality Assurance Specialist

Allstate corporate office in Northbrook, IL has an exciting new opportunity for HR Quality Assurance and Training professionals to lead in the development and implementation of our Human Resources Call Center. This role will identify appropriate ways to conduct training based on the subject matter and delivery method to ensure the ASK HR Call Center representatives have the skills needed to perform their job. This role will also perform quality assurance evaluations of Level 1 and Level 2 performance (phone, email and case handling). This role will identify trends and partner with appropriate ASK HR leadership, as well as Centers of Expertise, to make improvements and develop ad-hoc training material as needed. Key Training responsibilities include: Determine training needs and develop appropriate format to assist in the development of employees Prepare, evaluate and assemble course materials and agenda including refresher materials Partner with internal resources and external vendors for successful implementation of training Coordinates with external vendors for training development Prepares class materials for classroom/web conference delivery Develops measurement tools to evaluate training effectiveness Identifies learning gaps and partners with Centers Of Expertise to enhance training effectiveness Measure student learning during training, provide suggestions for improvement and makes recommendations on student suitability for deployment Coordinates the Continuing Education process to ensure compliance Works closely with the Operational Effectiveness Leader to update training in order to improve the effectiveness of the operation and the customer experience Key Quality Assurance responsibilities include: Coordinates spot-checks and audits to evaluate and improve operational performance and quality Monitors calls via ?double-jacking? to assess performance and determines opportunity areas for training Maintains records of all quality related activities in order to track and aid in the development of individuals Identifies overall trends in quality of ASK HR Analyzes gathered data and identifies potential causes Develops reports and root cause analysis for review with ASK HR Leadership Reports analyzed data results to appropriate leadership and recommends quality improvement and employee development plans Partners with appropriate leadership to develop solutions for identified issues