Training & Quality Assurance Program Coordinator / 12-8911 Job in Pensacola 32512, Florida US
Clearwire is the pioneer in 4G and builder of the first 4G network in the US
The Clearwire 4G mobile broadband network reaches 130 million people in the U.S. and covers over 70 of the top U.S. markets. Our network is highly scalable and backed by a wealth of spectrum. Clearwire not only powers CLEAR (our own retail brand), but technology and telecommunications leaders like Sprint and Best Buy rely on our 4G network. We are looking for people to jump into this growing company, have a voice, and make a difference. Join a team that is defining the communication network of the future and lead your career down the path of opportunity.
Training Quality Assurance Program Coordinator / 12-8911
Position Description:
Position Overview:
Clearwire is looking for a highly motivated and forward thinking Training Quality Assurance Program Coordinator to drive continual improvements to customer service through call center representative training and review. This role will be responsible for delivering training, monitor training at the rep level and in the classroom. In addition this role will be required to track quality at the rep level and be prepared to make recommendations on recursive training or other coaching actions. In addition, the Training and Quality Program Coordinator would be responsible for producing reporting and be held to making sure certain accountabilities were followed. Feedback to the Sr. Manager and Department Director as well as applicable CARE teams would be essential in the overall progress and improvement of the Service Partners.
Responsibilities:
- Partner with Service Partners and/or Clearwire Support teams to deliver training that addresses any knowledge gaps or serves to onboard and support new hire classes.
- Work closely with internal L2/L3 teams to document processes, methods and inherent knowledge that will improve training and quality programs.
- Monitor training sessions at vendor locations to ensure quality of training delivery to customer care representatives
- Track quality at the rep level and provide feedback and recommendations based on observations and data mining.
- Track quality of vendor provided services, report on findings to vendors, and manage changes to vendor training and processes to improve performance to key metrics;
- Continually analyzes coaching / feedback process to ensure that it offers encouragement, refinement and redirection to develop and coach Care Representatives to higher levels of performance.
- Provide recommendations to the Sr. Training Manager and Training Director to improve quality / coaching standards. Compiles and tracks performance at team and individual level.
Qualifications:
• 3 to 5 years of experience preferably in customer care, customer support and/or training.
• BA/BS Degree preferred in business, operations or sales
• Ability to work cross-functionally with teams to determine and assist with their training needs.
• Technical aptitude and familiar with internet technology, troubleshooting.
• Advanced knowledge of Microsoft Office products including Excel, Word and PowerPoint.
• Demonstrated ability to recognize and deploy different learning venues to target certain subject matters and/or participants.
• Proven background of relying on superb attention to detail, organizational skills to prioritize and complete tasks in a fast-paced environment.
• Excellent written and verbal communication skills.
• Customer Care process knowledge.
• Must be eligible to work in the United States