Contact Center Training Specialist Full Time

Summary:

Solis Mammography, a leader in breast health services, offers a remote Contact Center Training Specialist role based in Addison, TX. This PRN position focuses on training and quality assurance, supporting agents to deliver exceptional patient care in a compassionate, patient-focused culture.

Responsibilities:

• Provides feedback to the Contact Center Agent and partners with the supervisor to ensure feedback is delivered within specified timeframes.
• Prepares and analyzes quality assurance and completes QA report for QA supervisor.
• Partners with QA supervisor to identify areas of opportunity and potential solutions.
• Participates in calibration calls (QA/Supervisor/Contact Center Agent) to ensure that evaluations and feedback are consistent.
• Collaborates on the design, delivery, and execution of training to ensure a focus on service, system and product knowledge.
• Collaborates with QA supervisor and conducts ongoing needs assessments to identify additional training opportunities.
• Partners with management to identify proactive changes to update and maintain training content and job aids.
• Provides support, answers questions and guides agents to use available resources.
• Utilizes all policies and processes with 100% compliance.
• Tracks and maintains Excel quality report.
• Assists in creating documentation, job aids, and memos for Contact Center.
• Respond to tier escalation and takes a call as needed to ensure timely response and Contact Center goals are met.
• Utilizes escalated calls as a training opportunity with agents.
• Maintains customer confidentiality 100% of the time.
• Maintains productivity; ensures minimal downtime.
• Ensures adherence to contact center policies and procedures.
• Forms strong working relationships within the team and treats each other with respect.
• Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality.
• Brings problems to the attention of the QA Supervisor; is willing to ask for help.
• Supports QA /Training Supervisor with projects on as needed basis.
• Interacts with other departments to ensure efficient and service-oriented operation.

Requirements:

• Excellent customer service skills both internally and externally.
• Strong verbal communication, listening and interpersonal skills.
• Energetic and flexible.
• Manages multiple projects; able to multi task.
• Able to read and understand complex information.
• Well organized and detail oriented.
• Exhibits sound judgment.
• Identifies additional tasks to be completed and willingly assists others.
• Strong Microsoft Office computer skills required.
• Minimum four years customer service required.
• Prior experience in classroom based training development, delivery and accelerated learning preferred.
• Familiarity with HIPAA law preferred.
• Call Center experience preferred.
• QA and program management experience preferred.
• Minimum two years of quality experience in a healthcare environment preferred.
• Bilingual (English/Spanish) preferred.
• College degree preferred.

Benefits:

• None explicitly listed beyond general company culture and compensation based on experience.