VitalConnect

Customer Support

• Facilitate comprehensive training for all new Customer Service hires, including systems, workflows, compliance, and soft skills.
• Collaborate with leadership to keep training materials and documentation up to date with current processes and policies.
• Monitor and evaluate training effectiveness, incorporating feedback and performance data to improve training delivery.
• Coordinate with the Customer Service Manager and Supervisors to plan training schedules aligned with staffing needs.
• Refresher & Ongoing Training Identify trends or gaps in team performance and provide targeted refresher trainings as needed.
• Proactively deliver ongoing training sessions to reinforce key knowledge areas or introduce process changes.
• Support cross-training efforts when agents are transitioning between shifts, roles, or platforms.
• Quality Assurance Perform call evaluations on recorded calls for each agent as needed, using established QA scorecards and guidelines.
• Track quality trends and escalate recurring issues or coaching opportunities to the Customer Service Manager.
• Contribute to QA calibration sessions to ensure scoring consistency across the team

Customer Service Trainer/Quality Analyst