Responsibilities

Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants.

Identify focus teams each month and provide develop materials to be used for necessary coaching and training to improve the overall team/collector performance.

Monitor and evaluate calls using evaluation standards and forms mandated by the client.

Provide analysis in evaluated calls and identify gaps that impact KPIs.

Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance.

Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metric

Liaise with the customer in order to maintain an up-to-date learning repository databased on procedures and products available.

Ensure partnership with other departments/teams to achieve all deliverables responsibilities assigned.

Works closely with other members of the Training and Call Quality team to ensure effective implementation. o Create training documentations/learning documents.

Conduct PKT (Process Knowledge tests) as per agreed schedule. o Provide running reporting and presentations for the customer or for internal purposes.