Training Specialist
Ecolab
Quality and Training Specialist
CDW
full-time
Posted on:
Location Type: Hybrid
Location: Vernon Hills • Illinois, Nevada • 🇺🇸 United States
Visit company websiteSalary
💰 $29 - $42 per hour
Job Level
JuniorMid-Level
About the role
- 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 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 on-boarding 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 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
- 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.
- Familiarity with quality scorecards or performance tracking tools to support coaching and development is a plus
Benefits
- Health insurance
- Professional development opportunities
- Flexible work arrangements
- Paid time off
- Wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
facilitating trainingskill gap analysisquality evaluationcurriculum developmentcoachingperformance trackingcustomer serviceonboardingprocess improvement
Soft skills
verbal communicationwritten communicationorganizational skillstime managementproblem-solvingfeedback deliveryinterpersonal skills
Certifications
High School DiplomaGeneral Education Degree
