| Job Title: Contact Center QA/Trainer | FLSA status: Non-exempt |
| Department: Contact Center | Classification: Administrative |
| Reports to: Contact Center Manager | Supervises: None |
| Minimum Salary: $22.00 hourly | Maximum Salary: $24.00 hourly |
| Schedule: Various shifts during hours of operation (9am-8pm) | Work Environment: In Person |
DiRAD Technologies, Inc., a leading communications solution provider, is growing again! We’re looking for a dedicated Contact Center QA/Trainer to take our operation to the next level. Our clients include DiRAD’s users of our technology platforms, in addition to contact customer service and answering service clients.
Why join us:
DiRAD Technologies is expanding at a record pace, and we’re looking for talented people to join our team. We’re a leading provider of call center software and solutions and always on the cutting edge of technology. Our team is passionate about customer service, and we’re committed to helping our customers achieve their goals.
We encourage you to apply if you’re looking for a challenging and rewarding career. We offer an environment that is professional yet laid back; a think-tank culture where ideas are freely exchanged, and adventures with “bleeding edge” technology are encouraged. Change is mandatory, fancy clothes are optional, and egos are left at the door.
Salary Range, Benefits and Perks
$22 – $24 per hour based on experience
$250 sign on bonus paid after training!
Hybrid Work Environment
Medical, Dental & Vision Insurance
401(k) Plan with Company Match
12 Observed Holidays
Vacation, Personal & Sick Time
Team Building Events & Activities
Employee Assistance Program
Primary Responsibilities:
Implementation Phase
The immediate and primary role is to assist Contact Center Director with fast-paced implementation/operational readiness activities/tasks for a new Contact Center assignment. Including (but not limited to):
- Deliver assigned training courses provided by client to representatives prior to first delivery, ensuring the appropriate client process is followed.
- Maintain training program schedule and calendar for new hire/refresher trainings
- Provide floor support to representatives after go live phase
- Assist with training and quality control planning/development.
- Any other readiness tasks, activities as requested by Contact Center Director of Operations/Contact Center Manager
- Evaluate success of learning programs/QA metrics and make go forward adjustments
- Implement and deliver quality reporting metrics defined by Contact Center Leadership and client
- Any other readiness tasks, activities as requested by Contact Center Director of Operations/ Contact Center Manager
Operational Phase
- Partner with the Contact Center Leadership team in managing training operations of the Contact Center, ensuring a successful team and positive working environment.
- Maintain training program schedule and calendar for new hire/refresher trainings
- Maintain a level of understanding and knowledge as a “subject matter expert” (SME) on content, processes, and procedures for your assigned program(s)
- Providing feedback to Representative’s Supervisor/Contact Center Manger regarding performance and knowledge transfer assessments
- Work collaboratively with Contact Center Leadership team and client on quality assurance and reporting needs, implementation and delivery of reports
- Partner with internal/external customers to identify and resolve quality issues
- Support or lead investigations, root cause analysis and risk management by making data driven decisions, using critical thinking skills.
- Aid with Contact Center Representative development by providing metric feedback to Representative’s Supervisor, Contact Center Manger, Director of Contact Center Operations
- Identify needs for process improvement and present them to the Manager of the Contact Center/Director of Contact Center Operations
The responsibilities listed above may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of DiRAD Technologies, Inc.
Job Qualifications:
- Pre-employment & random PHMSA drug testing required
- Background check required
Education:
- High school diploma or equivalent required
- College Degree in a field related to business/education a plus
Experience:
- Proficient in Call Center CRM software (i.e. Genesys Cloud, AWS/Amazon Connect) and with equipment
- Previous experience in call center training role (strong verbal and teaching skills)
- Proven experience with customer service
- Proficient in MS Office (Word, Excel, SharePoint)
- Proficient in documentation development and maintenance (strong written skills)
Other key attributes:
- Outstanding verbal and written communication skills
- Strong interpersonal skills
- Excellent organizational and training skills
- Ability to adapt to and execute tasks associated with new projects/assignments on a short timeline.
- Positive and patient
The working environment:
- This project requires employees to be in person for approximately 60 days per training session
Physical efforts required (with or without accommodation):
- Remaining in a stationary position (sitting) up to 75% of the time.
- Constantly operating a computer (typing, using a mouse) and telephone (speaking). An approved headset can be utilized.
- Constantly communicating with internal and external customers through oral communication, as well as accurate responses must be typed via email and chat.
- Close visual insight to perform activities on a computer screen to include reading and entering information.
We are an equal opportunity employer. We do not discriminate based on race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.
DiRAD Technologies, Inc. is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at [email protected]
