Neighborly
Training and Quality Assurance Specialist
Edtech.com's Summary
Neighborly is hiring a Training and Quality Assurance Specialist to develop and deliver comprehensive training programs for call center agents, ensuring alignment with company values, customer service standards, and brand procedures. The role involves creating training materials, monitoring agent performance, and collaborating with partner QA departments to maintain high-quality standards.
Highlights
- Develop and deliver training modules on product knowledge, selling skills, and customer handling techniques.
- Monitor call center agent performance using call monitoring and quality assurance scorecards.
- Design curriculum and materials for both online and on-site training formats.
- Collaborate with partner QA departments to align on QA metrics and agent performance goals.
- Require minimum 5 years of experience in training development and delivery, preferably in a call center environment.
- Proficient in training methodologies, e-learning software, and technical writing.
- Strong skills in selling, customer service, presentation, facilitation, and training delivery.
- Bachelor's degree required; Master's preferred in Training & Development, Instructional Design, Human Resources, or related field.
- Full-time role with a hybrid work schedule requiring three days in-office in Texas and two remote days.
- Compensation is competitive and includes equity, annual bonuses, paid time off, holidays, and wellness programs.
Training and Quality Assurance Specialist Full Description
Training and Quality Assurance Specialist
Remote USA
Full time
Training and Quality Assurance Specialist
Are you looking for a place where you can bring your ambition?
Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your drive to the table as we unlock new doors together, taking your career to the next level.
Bring your experience and be empowered to innovate.
As a Training and Quality Assurance Specialist on the Neighborly Customer Solutions team, a typical day for you will include:
- Ensuring that new call center agents have a clear understanding of the company's values and customer service standards, as well as brand procedures and system protocols.
- Staying updated on product and service offerings to provide accurate and up-to-date information during training sessions.
- Developing training modules focused on system and product knowledge, selling skills, customer handling techniques, and problem-solving skills, and deliver these to the call center vendor partners for constant training reinforcement.
- Monitoring the performance of call center agents through call monitoring, quality assurance scorecards, and others during the training period and beyond.
- Designing and developing materials, programs, curriculum, and course-level content to support online or on-site training that will facilitate structured course requirements through classroom and self-learning options.
- Collaborating with the partner’s QA Departments to align on QA Metrics and goals, as well as agent QA performance.
Bring your skills and be inspired to achieve success.
(Required qualifications)
- Experience: Minimum 5 years of experience in developing and delivering training programs, preferably in a call center environment. Experience in home services, selling, and contact centers a plus.
- Skills:
- Strong skills in selling, customer service, presentation, facilitation, and training delivery.
- Ability to work independently and collaboratively, manage multiple projects, and complete the full training cycle.
- Proficiency in training methodologies (adult learning, instructional design), e-learning software, and technical writing.
- Excellent communication, analytical, and problem-solving skills
- Sense of humor.
- Education: Bachelor's degree in Training & Development, Instructional Design, Human Resources, or a related field (Master's degree preferred).
- Schedule / in-office requirements: MUST be able to work a hybrid schedule (3 days in Irving or Waco, TX office, 2 days remote).
Bring your goals and be enabled to reach them.
- Competitive Pay: Commensurate with experience
- Schedule: Full-time, Monday-Friday, 8 AM to 5 PM (local time)
- Benefits: Check out our benefits offerings here
- Financial Benefits: Equity and annual bonus opportunities
- Perks: Paid time off, Paid holidays, Recess breaks, wellness programs
Brand:NSS Neighborly Service Solutions
Similar Jobs
Training Specialist
Talent Groups
🇺🇸 Hybrid - New York, NY
Training Specialist Coordinator
Michigan Medicine
🇺🇸 Remote - US
Field Learning Manager
Portillo's
🇺🇸 Hybrid - Oak Brook, IL
Technical Training Manager
Thermo Fisher Scientific
🇺🇸 Remote - US
Senior Training Specialist
Portland General Electric
🇺🇸 Hybrid - Portland, OR
