•**Only qualified Customer Training Specialist candidates located near San Antonio, Texas to be considered due to the position requiring an on-site presence. ***Required Skills, Experience, & Abilities:Training experience, including experience developing plans and training needs based on assessmentsMicrosoft OfficeStatistical analysis experienceJob DetailsProvide Training on how to handle all forms of contacts (calls, chat, and emails) and provides individualized feedback to GBS/QTC associates across the U.S. Region at all leadership levels in accordance with GBS and/or organizational standardsUsing the ADDIE instructional methodology, create and/or deliver training to meet all operational entry level and advanced training requirements.Conducts statistical analysis and assessments of quality and training data to develop personalized training and/or coaching plans appropriate for Customer Care associatesProvide QA reporting to Supervisors and Manager.Analyze customer escalation issues to identify training gaps and develop coaching or training solutions to mitigate those deficiencies.Outline development plans and training needs based on assessments.Coordinates with operations to maintain and update the Knowledge Management System, job aids (Roadmaps), and tools utilized by department to support customer contacts.Comply with all Company, Departmental, and Quality System work instructions, procedures, and policies.Identify and re-enforce best practice standards and provide continuous improvement recommendations according to established protocols.Identify procedural gaps or discrepancies and seek to propose resolution.Participate in interdepartmental Lean, Six Sigma and other continuous improvement projects.Provide direct input into Customer Care associates performance evaluations.Assist in ensuring adherence to regulatory business and department guidelines, policies, and procedures.Responsible for personal and professional development in order to maintain subject matter expertise and managerial growth. **Only those lawfully authorized to work in the designated country associated with the position will be considered.** **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.** Benefits: For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website. California Pay Equity: For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here. Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances. If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department. Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
About the Company
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Rose International
Founded in 1993 by Sue Bhatia, Rose International is one of the nation's leading minority- and woman-owned providers of Staffing and Total Talent Solutions. We serve companies in all 50 states and employ thousands of people across the country.