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Quality Assurance and Training Specialist
Entertainment & Media Industry Company
Irvine, CA, United States
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We strive to hire extraordinary, diverse, talented, passionate individuals to help change the way we learn. Because learning changes everything.
Do you have a global perspective and are passionate about succeeding? If so, then let’s talk!
Company
is a learning science company that delivers personalized learning experiences that help students, parents, educators and professionals drive results. Company has offices across North America, India, China, Europe, the Middle East and South America, and makes its learning solutions available in nearly 60 languages.
What will you get out of your career at Company?
• You’ll receive a robust compensation package, 401(k) match, medical/dental/optical insurance and more.
• We all need some time to recharge once in a while. All full-time employees are eligible to receive paid time off, in addition to 10 company-paid holidays per year and a generous sick time policy.
• Eager for a personal and professional development fix? Benefit from online educational programs and/or a generous tuition reimbursement program.
• Are you passionate? If so, you’ll be part of collaborative, creative and purposeful teams who have a history of promoting from within.
• Every position at Company makes an impact on the future of education.
We have an opening for an experienced, innovative, strategic Quality Assurance and Training Specialistin our Irvine, CA office. Does this sound like you?
Reporting to the Manager of Customer Support, the Quality Assurance and Training Specialistwill be responsible for developing and delivering training for associates who will be providing digital technical support for McGraw Hill products. Once the learner leaves the classroom, they will be responsible for monitoring calls, emails, and chats to ensure high quality customer experience is being provided.
Critical Functions:
• Facilitates team member on boarding for those associates who will be providing technical support for teachers and students who use McGraw Hill digital products. Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation.
• Manages all aspects of the training program including planning, design, development, implementation, delivery and evaluation.
• Identifies and analyzes employee performance problems, determines on-going training needs, and implements solutions.
• Provides individual coaching and motivation to trainees on progress and performance. Ensures seamless transition to the Contact Center floor.
• Develop a monitoring program that measures the customer experience, provides expectations/guidelines for associates to follow, provides a rubric for those evaluating to ensure consistency.
• Facilitates consistency sessions between all members of the leadership team.
• Conducts contact monitoring observations on a regular basis for all new hire and tenured team members.
• Review voice of the customer surveys to find areas of improvement in either the quality or training program.
A successful candidate will have:
• High school diploma or equivalent
• Experience developing and delivering adult-oriented training
• Two years of experience with all aspects of training: planning, design, development, implementation, delivery and evaluation
• Exceptional instructional design and material production skills, including attention to detail, ability to organize content, grammar and proofreading skills, and an engaging writing style
• Demonstrated ability to continuously promote the impact of effective training on business results
• Professional presence, technical credibility and engaging, inclusive presentation style is required
• One years of experience working in a quality assurance role
• Three years Customer service experience
• Proficiency using Microsoft PowerPoint, Excel and Word
A successful candidate may have:
• Bachelor's degree or equivalent work experiance
• Experience developing Quality Assurance Programs for contact center operations
• Experience working in software programs (Adobe, NICE, Verint) pertaining to training and quality assurance
• Three to Five years related training experience
• Two plus years management or supervisory experience
• Technical support experience
• Experience working in the Educational Industry
Next Steps:
• If you’re interested in this position, submit your resume.
• We’ll review your resume, and if you might be a match, we’ll contact you.
• After our first conversation, you may be invited to interview with others at Company. This is your time to shine!
• If you’re eager, dynamic and ultimately a good fit, you’ll be afforded the opportunity to change the future of education.
Join a team of those who want to make a difference in education, are intellectually curious and have integrity! We can offer a means for you to achieve the goals you want to accomplish in your career. Please apply – right now – we can’t wait to meet you!
Company is an EOE/Male/Female/Disability/Veterans/Sexual Orientation/Gender Identity. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email ___@___(apply_to_show_email) and your request will be forwarded to the appropriate individual.