Training & QA Specialist

Independence Pet Holdings® (IPH) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

IPH’s mission is to strengthen the unique bond between pets and their people through our family of innovative products and services. We understand how important pets are: they’re family. Our pack of 1,200 team members embodies a shared passion for positively impacting the lives of our four-legged friends.

Job Summary:

Customer Service Trainer will work closely with the Contact Centre Leadership team to facilitate training within the organization and ensure Contact Centre team member skill and customer experience standards are met.

The Customer Service Trainer is a high-energy individual who has a passion for interactive and engaging training strategies for adult learners. They will deliver training both in-person and remotely as required. The Training Coordinator will ensure the company’s Standard Operating Procedures are followed, the optimal customer experience is delivered, and the desired sales and call handling skill sets are demonstrated during interactions with our valued pet parents. The Training Coordinator has leadership skills and can collaborate effectively with Leadership across the organization to create the most relevant, effective, and innovative content.  They will report training progress, and skill trends to Contact Center Leadership.

The ultimate objective of the role is to train, monitor and work with Contact Centre Leadership to develop our team members, ensure an exceptional customer experience, and implement the skills required to achieve organizational objectives.

Main Responsibilities: 

• Design and deliver training for: New hire on-boarding; Ad-hoc and refresher updates for Contact Centre  teams on systems, processes, product and other topics as required.
• Design and deliver training in response to metrics and customer trends to help close skill-based performance gaps.
• Design and deliver custom ad-hoc training for other business units across the organization that require Contact Centre overviews.
• Perform call observations, calibrations and coach soft skills, sales behaviours, and customer experience on inbound, and outbound customer interactions.
• Assess training gaps per team (material, delivery methods, length of training, refresher courses, etc.) and consistently improve programs to close them.
• Build custom skills training for individual team members, where requested by Managers.
• Document and maintain contact centre processes for teams to reference in training material as well as the organization LMS.
• Collaborate with department Managers, and other support units to ensure training content is current.
• Coordinate with Workforce Management to ensure Training is scheduled in a manner to avoid negative impacts to Contact Centre service levels and customer experience.
• Provide Contact Centre Representatives, and Leadership progress reports during training, and ongoing reports on call and skill trends identified during call observations.
• Assist Leaders across the organization with call reviews where necessary and report findings to department Managers.
• Stay abreast of the contemporary trends and tools in training and development.
• Other duties as assigned.

Qualifications: 

• Experience: 2 years’ training or relevant experience
• Previous experience designing and delivering training and/or coaching.
• Previous experience working with e-Learning platforms is an asset

#LI-REMOTE

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All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)