Friday, 18 December 2020

Trainer -Quality Coach Job in Pennsylvania

December 18, 2020


Trainer -Quality Coach

Company: HCL Technologies Limited


LOCATION: Pennsylvania


EXPERIENCE: 2.5-5 Years


Job Type: Full Time


Number of posts: 01

SKILLS: Training (C3i DPO)-Training-Training



Job Summary

DESIGNATION: Trainer -Quality Coach


Job Summary

The Trainer – Quality Coach is ultimately accountable for two areas of process effectiveness: training and quality assurance, for one or more supported clients. Training Responsibilities include development and delivery of corporate and client specific training modules for the designated client team(s) for new hires and for refresher training. Responsibilities also include administering content in C3iHC’s Learning Management System, maintaining training materials, designing refresher training. Quality Assurance responsibilities include monitoring quality of Agents/Account Representatives, tracking their performance in a quality monitoring system, generating quality metrics reports, coaching and making specific, written recommendations for remediation, when required. Provide ongoing performance data, and analyze and trend progress across the team as well as individually in all specified areas to identify root cause and implement continuous improvement initiatives to meet or exceed quality goals. Collaborate with operations and client management leadership to ensure all quality requirements and expectations are clear.


Principal Responsibilities: (Essential Functions):

• Develop training materials for designated client to include: internal and client utilized applications, product knowledge, and medical information where appropriate. This includes, but is not limited to, training manuals, handouts, and visual aids to support classroom instruction. Update course curriculum as needed. Schedule training classes in coordination with staffing schedules and with minimal impact on operations

• Ensure associates meet or exceed the performance standards of both C3iHC and the client requirements, including certification.

• Delivery of training to current and new hire associates on Customer service skills, Client applications and processes, C3iHC processes and technology and other content as assigned.

• Development of Targeted QA plans and guidelines: develop and implement monthly, a targeted QA plan, based on previous results and client or C3iHC management input. Develop, implement and revise QA guidelines as needed.

• Monitoring: Monitor and score interactions routinely in an effort to track Agents/Account Representatives compliance to Quality Assurance guidelines and standards utilizing the applicable systems. Verify accuracy and completeness of documentation practices according to standard procedures, Quality Guidelines and relevant client requirements. Coordinate with Account Trainer, Operations Management and other resources involved in QA of Agents/Account Representatives

• Reporting: prepare, deliver and present training and quality evaluation reports on a monthly basis, or more frequently if required by the account, for operations and/or client review. Reports include but are not limited to Agent’s/Account Representative’s QA Scores, recommendations and/or actions taken for remediation, coaching plans, training feedback, attendee pe

SKILLS: Training (C3i DPO)-Training-Training

EXPERIENCE: 2.5-5 Years


Job Role: Trainer -Quality Coach

Industry Type: It Technology


Company Website:


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