Training & Quality Assurance Specialist

Position Summary

Under limited supervision, the Training and Quality Assurance Specialist is responsible for developing training documentation, delivering formal training in a classroom setting, and performing Quality Assurance evaluations for both new and existing employees across the Customer Services Division. This position will evaluate employees to identify performance gaps and strengths and collaborate with supervisors to assist employees in meeting or exceeding established performance standards.

The Training and Quality Assurance Specialist will also provide division-wide refresher training for new and updated job-related documents, procedures, and technology implementations.

• Required
  - High School Diploma or General Education Diploma (GED) and
• Preferred
  - Bachelor's Degree in Business, Education, or a related field.

• Required
  - Minimum of 3 years of experience in a customer experience field. and
• Preferred
  - Experience with documentation development, classroom training and quality review. and
• Preferred
  - Experience in a corporate training and development role.

• Required
  - Have and maintain a valid driver’s license Upon Hire
• Required
  - Employee(s) in this position are covered under the Department of Transportation Drug and Alcohol testing provisions. This includes post-offer, random, post-accident, reasonable suspicion, follow-up, and return to duty testing. Upon Hire
• Required
  - Pre-employment Background Check & Drug Screen Upon Hire

• Efficient written and verbal communication skills, in English, to assist internal and external customers, co-workers and management professionally, regardless of provocation. Written and verbal communication skills will include presenting information to a group individually and responding to questions. (Advanced proficiency)
• Ability to coach, motivate and support the development of District employees.
• Ability to manage multiple projects simultaneously and adapt to competing priorities.
• Demonstrate ability to provide high quality customer service, both internal and external, by combining excellent problem solving and decision-making skills with a strong desire to help others.
• Demonstrate the ability to analyze and develop documentation to fit the needs of the audience.
• Demonstrate a basic understanding of customer billing, such as account auditing and billing adjustments, and techniques to resolve difficult customer account issues.
• Demonstrate an ability to work independently with efficient time management skills, meeting deadlines and ensuring quality controls.
• Proficiency with personal computers, tablets, and/or other electronic devices to include familiarity with, but not limited to, Microsoft Office Suite (Excel, Outlook, Word) and enterprise wide software (e.g., SAP). (Intermediate proficiency)
• Good working knowledge of SAP is preferred; those with previous SAP experience will be given preference. (Intermediate proficiency)
• Ability to learn new or upgraded computer software as required.

• Develop and update training documentation for the Customer Services Division as needed.
• Develop and update trainee goals and objectives; evaluate progress and provide additional training as appropriate.
• Provide interactive training sessions in individual or group settings.
• Develop customized training sessions when needed.
• Assess comprehension and knowledge obtained through training and quality checks by evaluating each individual's competency of skills prior to approving transition to assigned area.
• Perform quality analysis by gathering and integrating data from various sources to assess the accuracy and quality of the Customer Services Division processes by monitoring customer accounts, system reports and functions.
• Conduct scheduled quality assurance audits of phone calls, emails, future communication channels, processes, workflows, and individual work performance to identify non-conformances and root-cause analysis.
• Monitor, maintain, review, and document individual employee performance, provide individualized metric results to each employee and management and identify performance…