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
BUSINESS
LINE FT | TRAINER -QUALITY COACH | PENNSYLVANIA
Job
Summary
DESIGNATION:
Trainer -Quality Coach
QUALIFICATION:
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
NO. OF
POSITIONS: 1
Job
Role: Trainer -Quality Coach
Industry
Type: It Technology
Company
Website: www.hcltech.com
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