Customer Training Specialist :: Covington, GA 30014 :: Contract :: Hybrid

Job title: Customer Training Specialist

Location: Covington, GA 30014 (Locals only)

Duration: 12 months (possible extension)

Schedule: Hybrid - 3 days in office / 2 days remote

Work Hours: 7:30 AM - 4:30 PM, Monday to Friday

Pay: $20/hr on W2

Responsibilities

• Provide 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 standards. Using 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 associates.
• Provide 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.

Education

• Associate's degree in business related studies.
• OR 3 years of targeted Healthcare or Medical Device industries customer care experience (preferably in training creation/facilitation).
• OR 5 years of Customer Care experience external to Healthcare or Medical Device industries (preferably in training creation/facilitation).

Experience

• 3+ years contact center experience preferably in Healthcare or Medical Device industries.
• 3+ years of high quality coaching experience with proven positive behavior changes.
• Preferred: 3+ years of experience in a manufacturing supply chain organization.