Quality Assurance Analyst
Education at Work
Corporate Trainer
Education at Work
full-time
Posted on:
Location Type: Office
Location: Salt Lake City • Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $55,000 per year
Job Level
JuniorMid-Level
About the role
- Deliver comprehensive new hire onboarding programs, upskilling trainings, and ongoing professional development for new and existing student employees.
- Collaborate with the training team to create strategies, roadmaps, and solutions based on industry best practices, user feedback, and data analytics.
- Utilize engaging instructional techniques and formats, such as role playing, peer to peer interaction, group discussion, shadowing, e-learning, and lecture.
- Analyze student employees’ product knowledge, problem-solving abilities, communication, and navigation skills and record the findings.
- Monitor and evaluate calls during on-the-job training to ensure proper call handling, and compliance with workflows and tools; schedule coaching sessions for improvement and development purposes.
- Utilize quality alerts, trend data, compliance issues and audit results to update training materials and reduce knowledge gaps.
- Attend or conduct collaborative meetings with the internal team and client to ensure consistency and accuracy of the training curriculum.
- Accurately report daily activities, track, and maintain key metrics, assessments, attendance, and coaching records; submit operation handover report and process changes to stakeholders.
- Contribute to a culture of continuous improvement using actionable data, process compliance, and innovative training solutions.
Requirements
- Bachelor’s degree in a business-related field preferred.
- A minimum of 2 years in training experience or equivalent combination of education and experience.
- At least 1-2 years of previous customer service, contact/call center environment experience preferred.
- Excellent verbal, written, and interpersonal skills, as well as presentation skills.
- Knowledge of existing and emerging training methods/tools; curriculum writing skills.
- Prior experience in classroom instruction, customer service and call center environment.
- Ability to analyze data and assess needs, linking training and design to performance.
- Experience in continuous improvement efforts, coaching and mentoring.
- Ability to build rapport and effective working relationships with peers, clients, and all levels of management.
- Flexibility to adapt to changing priorities and business practices.
- Intermediate level of knowledge/familiarity with PC hardware and software.
- Intermediate Excel proficiency, including the ability to add/edit/remove formula-based rule formatting, manage data validations, and implement other fail safes to ensure reliable analytical output.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticscurriculum writingcoachingmentoringcall handlingproblem-solvingtraining methodsclassroom instructionExcel proficiencyPC hardware and software
Soft skills
verbal communicationwritten communicationinterpersonal skillspresentation skillsflexibilityrapport buildingcollaborationcontinuous improvementanalytical skillsadaptability
Certifications
Bachelor’s degree
