Operations Training Manager designing and managing training programs for life sciences companies. Collaborating with internal teams to enhance patient care outcomes through effective training initiatives.
About the role
- Quality Analyst ensuring exceptional customer experience by evaluating interactions and conducting training. Driving continuous improvement and maintaining quality scorecards for customer service excellence.
Responsibilities
- Facilitate classroom style training sessions as a primary responsibility including onboarding for new hires and ongoing departmental training
- Evaluate quality on customer facing transactions including, but not limited to, calls, cases, incidents, returns, emails, and online chats for all areas
- Perform skill gap trending analysis and provide feedback for department and role specific areas
- Maintain/update training curriculum
- Conduct monthly coaching sessions with coworkers to improve their areas of opportunity and reinforce positive behaviors
- Respond to and track all customer complaints including, but not limited to, letters, surveys, social media complaints and customer loyalty surveys
- Deliver summary of feedback, communicate progress and resolutions, analyze quality trends and deliver feedback to any assigned management teams
- Provide training updates and ensure updates are communicated to the leadership team
- Contribute to department resources by developing manuals and curriculum for onboarding new coworkers
- Create, maintain, and analyze quality scorecards to monitor performance, identify trends, and guide coaching and training efforts
- Assist coworkers and management as needed or in periods of high volume
- Participate in process improvement initiatives that drive a solid balance of productivity and providing positive 'one touch' experiences for our customers
Requirements
- High School Diploma or General Education Degree
- 2+ years of experience facilitating group or classroom training in a corporate environment with a focus on onboarding and skill development
- 2+ years of customer service experience
- Previous experience conducting group or classroom coaching/training in a corporate environment
- Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders
- Appropriately deliver both positive and constructive feedback to others
- Balance competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines
- Work independently with little direction
- Strong organizational and time management skills
- Ability to quickly learn new applications and processes and put them into practical use
- Possess creative problem-solving skills and take responsibility to resolve customer situations
- Leverage extensive knowledge of policies and tools to guide team direction and improvements
- Analyze information to solve ongoing problems and implements procedures and approaches to complete work
- Experience designing or maintaining training materials and curriculum is preferred
- Familiarity with quality scorecards or performance tracking tools to support coaching and development is a plus
Benefits
- Not specified in the job description
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Training Facilitator focusing on facilitating engaging learning experiences at Briljent, collaborating with clients and teams. Updating training materials and ensuring learner success in various learning formats.
Training Specialist facilitating performance - based learning events in healthcare industry. Responsible for developing and delivering training focused on soft skills and clinical service coordination.
Knowledge Manager supporting DOD customer in Tampa, focusing on intelligence and information management processes. Requires significant experience in KM and related fields.
Intern supporting HR and organizational development at ZEISS with opportunities in global projects. Engaging in workshops and providing research for innovative HR topics.
Training Specialist at Imagineeer delivering training for enterprise data platforms in federal healthcare and defense environments, focusing on compliance and user adoption.
Assistant Director developing student leadership through engagement - based experiences. Overseeing involvement initiatives and advising College Council at Emory University.
Organizational Development Analyst at Dotz supporting employee training and cultural initiatives. Focused on methodologies for learning, succession planning, and engagement strategies.
Training Specialist delivering engaging training programs for mortgage sales professionals at Better. Using AI technology, mentor and coach professionals to sharpen their skills and compliance.
Sr. Learning Specialist at Sunrun driving design and delivery of learning experiences and managing LMS. Combining instructional design expertise with practical LMS administration skills to enhance organizational learning.