The Monark Group is committed to helping great ideas live up to their fullest potential. Our team delivers world-class solutions across a diverse array of emerging & established lines of business.
At Monark, you will do work that matters with people that are committed to helping our vision become a reality. Projects at Monark have an impact on the communities that our team members live, work & play in.
As our QA and Training Coordinator, you're a problem solver who likes to think on their feet and enjoy challenges. You will thrive in a fast paced and changing environment while identifying training and development needs for our Customer Service call center reps. You will work closely with the Customer Experience team to identify and address emerging trends and opportunities. You love helping others achieve more than they could alone and are a passionate customer advocate.
What Will You be Doing:
Owns the development and maintenance of a quality plan and Standard Operating Procedures (SOPs) for the QA program, including program quality, service quality and data quality standards, quality scorecards, quality monitoring, performance coaching, performance metric assessment, lessons learned, SOP management, data analytics, speech and text analytics trending, reporting and continual improvement actions.
Ensure strategic alignment of the training department with business goals
Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
Determine training needs based on business objectives and individual development requirements, design, delivery, and evaluation of training and learning alternatives
Use quality monitoring data management system to compile and track performances at team and individual levels and develop strategies to drive value and engagement among all channels
In order to be successful, you bring:
Strong analytical skills
5+ years as a Customer Support Trainer, QA, Support Or Supervisor in a contact center environment
General knowledge of QA systems and tools
Detail and project oriented
Displays strong organizational and time management skills
Ability to handle multiple tasks simultaneously with priorities and work under pressure to meet deadlines
Ability to coach call taking representatives
Ability to develop relationship/partnership-building skills - listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes
Ability to effectively assess and diffuse difficult situations and then escalate issues to appropriate leadership as needed
An endless passion for helping develop others while delivering amazing experiences for our customers