Legal Marketing and Case Support Specialist
Job Duck
Customer Service Trainer/Quality Analyst
VitalConnect
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $60,000 per year
Job Level
JuniorMid-Level
About the role
- 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
Requirements
- 2+ years in a customer service role, preferably in a leadership, training, or quality assurance capacity.
- Proven ability to design and develop a comprehensive new hire training program from the ground up, ensuring it meets professional standards and aligns with company goals.
- Strong communication and presentation skills with the ability to coach and motivate others.
- Familiarity with call center software, QA tools, and ticketing systems (e.g., Salesforce, RingCentral, etc.).
- Highly organized with a proactive approach to training and performance management.
- Demonstrated ability to handle sensitive feedback and maintain confidentiality.
- Preferred Qualifications: Experience developing training materials or standard operating procedures.
- Working knowledge of HIPAA compliance and/or healthcare customer service.
- Prior experience using e-learning platforms is a plus.
