Technical Support Training and Quality Lead

Newell Brands   •  

Atlanta, GA

Less than 5 years

Posted 233 days ago

This job is no longer available.

Position Overview:  Our Customer Support organization is looking for an experienced Training & Quality specialist to be a part of our growing team. You will be responsible for leading overall training and call center quality activities in our Atlanta location.

Essential Functions and Responsibilities:

  • Lead, develop and implement call center training program for new and tenured technical support staff.
  • Outline employee continuous improvement for contact center employees.
  • Coordinate with corporate/product development on new product rollouts and/or updates to existing products and services, including creating all related training materials for the call center.
  • Become and maintain status as Subject Matter Expert on all products, customer support policies and procedures.
  • Maintain all existing and new contact center training documentation to ensure all material is up to date on a regular basis.
  • Provides individual coaching and motivation to trainees on progress and performance.
  • Develop and facilitate call observation/monitoring program to assess quality of support interactions, including proper troubleshooting techniques, call center process, documentation, etc.
  • Provides reporting on effectiveness, progress, improvements.

Basic Qualifications:

  • A minimum 2+ years instructing in a learning environment preferably in a call center, customer service or related industry.
  • Possess excellent and effective verbal and written communication skills.
  • Demonstrated presentation skills.
  • Able to work in a fast-paced environment.
  • Proficiency in Microsoft Office applications including PowerPoint, Excel and Word.
  • Have a passion for world-class customer service.
  • Ability to evaluate learning style and identify development needs. 
  • Knowledge of needs analysis and instructional design methodologies. 
  • A demonstrated passion for learning and developing employees at all levels.
  • Knowledgeable about existing and emerging training methods/tools.

 PreferredQualifications:

  • Experience in technical writing a plus.
  • Experience in technical training preferred.
  • Experience with training in a call center environment preferred.

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