Assistant Manager Training

Who are we, you ask?

Interviews can be hard, especially at top tech companies like Google, Facebook, and Netflix. Many candidates fall short simply because they aren’t adequately prepared. That’s where we come in. Our acclaimed courses specialize in interview preparation and transitioning into high-demand tech fields such as AI, ML, and Data Science. At Interview Kickstart, current and former hiring managers have guided over 17,000 tech professionals through transformative career journeys, ensuring their success in landing coveted positions. Think of us as “the everything store” for career transitions and interview skill development.

How do we do that, you ask?

We have a structured approach to interview success, which includes:

• Career Accelerator Course
• Comprehensive end-to-end courses and platform
• A roster of over 600+ instructors from leading Silicon Valley companies like Google, Facebook, Amazon, and Netflix
• A holistic approach that includes live classes, mock interviews, personalized coaching, resume refinement, career strategies, and invaluable referrals

What’s more exciting is - we are completely remote, and we are hiring the best people we can find regardless of geography.

Roles & Responsibilities:

Training & Process Development:

• Design and deliver comprehensive training programs for new and existing team members on customer service best practices, communication skills, academic delivery policies, and technology platforms.
• Collaborate with team leads to establish and review operational processes for optimal efficiency and compliance.
• Develop and maintain training materials, such as guides, manuals, and online resources.

Quality Monitoring & Coaching:

• Conduct weekly quality monitoring of team member interactions via voice, chat, and email, providing constructive feedback and coaching for improvement.
• Publish weekly dashboards highlighting trends and identifying training needs based on monitoring data.
• Conduct regular briefings to review quality standards, policy updates, and best practices.

Compliance & Calibration:

• Have a keen eye for detail and report any instances of non-compliance observed during audits and monitoring activities.
• Coordinate and facilitate calibration sessions for team members to ensure consistent quality standards across the board.

Additional Responsibilities:

• Stay abreast of industry trends in the tech sector and best practices in student success and customer service.
• Participate in project teams and contribute to continuous improvement initiatives.
• Maintain accurate and detailed records of training activities and performance data.

Qualifications:

• Minimum 5 years of experience as a trainer or coach in customer service, customer success, or a similar role.
• Proven experience in developing and delivering effective training programs for diverse audiences.
• Strong ability to provide constructive feedback and coach individuals to improve performance.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with team members.
• Proficiency in MS Excel for data analysis and reporting.
• Prior experience in conducting voice, chat, and email audits for a team of 15-20 advisors.
• Background in quality monitoring and performance management within the education or customer service industry.

Points to note:

• This will be an Individual Contributor role.
• Availability during US business hours (8:00 PM - 5:30 AM)
• Willing to work on weekends and avail comp-off on weekdays.