SummaryAs a Quality Trainer in Customer Care at David Yurman, you will play a crucial role in designing and implementing training programs to enhance the skills and knowledge of our customer care team. You will collaborate with various departments to ensure that training is relevant, engaging, and effective, contributing to the overall success of our customer care operations.
Responsibilities- Collaborate with Contact Center managers to identify learning needs and develop training programs.
- Design and implement training programs and SOPs, both independently and in collaboration with business partners.
- Review and update current training materials to ensure relevance and effectiveness.
- Execute training programs for new initiatives in Sales Acceleration and Care & Service.
- Develop strategies for a revised knowledgebase and other agent-facing content.
- Utilize various training formats, including instructor-led, web-based, and blended learning environments.
- Monitor and evaluate the effectiveness of training programs, making adjustments as necessary.
- Lead and develop the Supervisor of Training, Quality and Comms, and the Quality Assurance Specialist.
- Conduct regular call listening, email review, and case reviews to ensure quality standards are met.
- Provide regular feedback to Managers and Supervisors on quality and learning improvements.
Requirements- Minimum 3 years of experience in Learning & Development.
- Experience with instructional design and program delivery.
- Strong interpersonal and presentation skills.
- Ability to work in ambiguous environments and lead a team.
- Experience in a customer contact center environment.
- Bachelor's degree preferred.
- Understanding of contact center quality assurance and coaching.
- Experience with luxury brands is a plus.
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