Training and Quality Specialist  

Key Functions:

• Develop technical training strategy for Service Desk/Support Center personnel.
• Establish training criteria and grading scales.
• Document and maintain industry standards for technical training.
• Facilitates and conducts instructor-led, face-to-face and online/virtual training classes.
• Create training documentation, such as job aides, handouts, presentations, LMS and Web Training pages, videos, WBT Courses based.
• Develops curriculum and utilizes training needs analysis and instructional design for different training needs. (Project, Third Party, Up-skill etc.)
• Provide Service Desk/Support Center management with performance-based training evaluations.
• Shared responsibility for research of the content on the Knowledge Management tool. This is the sole source of information that the Service Desk/Support Center Specialists and management, utilize to help internal Client’s Customers (retail and backstage personnel).
• Follows up with New-Hires on a weekly and monthly basis and provide recommendations to the Managers and Supervisors on the status of the New-Hires. This includes verifying ticket accuracy, proper call resolution, following PCI Compliance, etc.
• Reviews and evaluates customer contact/interaction information from the monitoring tools and grades customer contact/interactions on the SD Customer contact/interaction Quality Guidelines.
• Produce training reports on a weekly, monthly, and quarterly basis. Reports will be designed and created according to the needs of the requestor.
• Responsibility for Quality auditing of Service Desk/Support Center ticket/documentations, to check for thoroughness of documentation and correct escalation as needed.
• Serve as second level resource (SME) for the Service Desk/Support Center Representatives for the more difficult questions and problems.
• Assist with the learning experience of the Service Desk/Support Center Representative through conducting training, Call Calibration and producing training materials.
• Flexibility with schedule to ensure availability meetings, and any special project.
• Involved in the recruitment process Service Desk/Support Center Representative.
• Performs other work duties as assigned.

• Bachelor’s degree in Information Technology, Business or equivalent preferred.
• 2+ years Service Desk/Support Center experience with focus on team dynamics/building.
• Must have a strong sense of urgency with the ability to multi-task in a fast paced environment.
• Excellent Communication skills (written and oral), customer service skills and Project Management skills.
• Excellent problem solving skills and organizational skills.
• Must have a proven track record of positive performance and reliability.
• Must be able to think "outside the box" to increase efficiency and improve effectiveness in executing Service Desk/Support Center responsibilities.
• Proficiency with MS Office Suite (includes Word, Excel, PowerPoint, Access, Visio, and Project).
• Able to perform in a team environment while maintaining a high degree of customer focus.
• Able to handle confidential information with absolute discretion.
• Highly motivated self-starter that is able to produce quality work, and complete assignments in a timely manner with little or no supervision.
• Adapts appropriately to various situations, coping with adverse or unusual circumstances and the changing needs of the company.