Call Center Trainer

We are looking for an engaging Call Center Trainer/Quality Assurance Analyst to join our growing Call Center. In this role, you'll be responsible for scheduling and conducting all new hire training, new products, and services training for existing Call Center Staff, creating, and maintaining training resources and job aids, training audit logs, conducting refresher training as needed and conduct monthly quality assurance evaluations (Phone, Email, Chat) using our Call Center Standards. This role will be a liaison between the call center and internal departments for new products, new applications and systems to create all the resources needed for the call center to be successful. 

To ensure success as a Call Center Trainer/Quality Assurance Analyst, you should have excellent knowledge of Call Center procedures and expertise in the customer authentication process and quality assurance standards. The ideal candidate should be a friendly and approachable individual with effective teaching and communication skills. This is a fully on-site role, reporting to our NYC headquarters. 

Essential Job Functions:

• Developing call centers' education materials, such as digital presentations, how-to manuals, job aids, training audit logs and instructional videos.
• Assist in preparing department procedures and standards.
• Scheduling and conducting training sessions on various Call Center topics to prepare and support new and existing Call Center Staff.
• Provide training to experienced staff on new products and services and new or updated Call Center procedures to improve their performance.
• Observing Call Center employees while monitoring and conducting call evaluations to identifying any areas of improvement.
• Become the Call Center Liaison for branches and departments to collaborate on new products services and software.
• Review all evaluations with the management team so they may conduct monthly and ongoing coaching and feedback.
• Measuring the effectiveness of training sessions by preparing and maintaining individual scorecards.
• Research and source relevant training modules that would benefit the Contact Center’s development and performance. 

Knowledge, Skills and Experience Required:

• A bachelor's degree, or a combination of education and equivalent experience.
• A minimum of 3-5 years’ experience as a trainer or call center trainer/call quality assurance analyst.
• Strong knowledge the banking industry and banking applications.
• Additional certification in business leadership, eLearning software, or adult education and training is preferred.
• Familiarity with learning management systems.
• Strong teaching and mentoring skills.
• Great communication, interpersonal, and conflict resolution skills.
• Ability to engage staff and provide leadership to personnel in a fast-paced and stressful work environment.
• Expert in MS Office Applications (Word, Excel, Power Point)
• Ability to work 5 days a week in the office.
• Performs other duties as directed.