Position Summary

The Quality Assurance and Training Specialist will develop comprehensive learning modules and deliver training to new and existing staff members using diverse training methods (e.g. e-learnings, on-the-job coaching, etc.), which will help to improve the Contact Center’s proficiency. Trainings will include, but are not limited to, new referral processes, initial intakes of a case, ongoing record maintenance, caregiver credentialing requirements, customer service, workflow and data integrity. Working closely with management, this role will identify training needs and skill gaps, crafting targeted content to address these gaps as needed. The Quality Assurance and Training Specialist will monitor the efficacy of trainings provided and will review calls for quality, consistency, and coaching purposes.

What You Will Do:

• Develop learning modules to improve the Contact Center’s proficiency with internal case management system processes and customer service practices
• Facilitate training through a variety of delivery methods to meet the needs of diverse learning styles; includes virtual classroom instruction, on-line training, and on-the-job coaching for 1:1 and group learning
• Work with management to identify skill and/or knowledge gaps; develop training content in response to identified needs and provide coaching, support and mentorship to staff as needed
• Evaluate, assess and measure trainings routinely and improve programs as needed
• Create and maintain training calendar to ensure priority needs are met and learning modules are available for on-demand sessions
• Monitor Contact Center calls for quality, consistency and coaching opportunities
• Create and maintain knowledge base materials and other training related documentation
• Maintain and analyze data, identify trends to aid in the decision-making process and support leadership
• Perform other duties and special projects as assigned

What You Will Bring:

• 4-6 years’ relevant experience in learning design, training development and/or e-learning
• Prior experience in a contact center environment is a must
• Excellent presentation skills, and written and oral communication skills.
• Ability to present information in a way that establishes rapport, persuades others, and gains understanding in a group setting
• Working knowledge of case management systems and web-based applications preferred; Salesforce experience is a plus; InContact phone system experience is a strong desire
• Proficiency with e-learning authoring tools (e.g. Lessonly)
• Microsoft Office products (e.g. PowerPoint, Word) required

You'll Benefit From:

At Careforth your well-being matters. With flexible schedules, a remote-first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you: https://careforth.com/careers/#benefits

The pay range for this position is $54,475 - $76,266 The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location. 

#LI - Remote (exceptions NY, CA, and CO)