Training & Quality Analyst

Training & Quality Assurance Analyst

Reports to the Training and Quality Manager

 

Job Description:

 Facilitate new hire and enrichment training sessions. Create course documents and updates.  Evaluate employee performance using the monitoring by phone method ? Departments that will be monitored include but are not limited to: Sales and Customer Service. Initiate interdepartmental communication to ensure that there is always a good communication and understanding in regards to procedures between appropriate departments.  Facilitate ?feedback? sessions to accomplish the constant goal of keeping our Team aware of their performance.  Create various ad-hoc reports that may include but is not limited to: various performance reports Research products and procedures to become knowledgeable, so that you can actively participate in creating and implementing better training practices that identifies gaps in employee knowledge and skills to address various issues. 

 

Education, Experience, and Skills: 

 Minimum of 1 year training/facilitator experience.  Minimum of 2 years strong customer service experience, with proven experience in monitoring within a call center environment.  This would also include the familiarity of coaching/developing Management and Staff. Knowledge of MS Office: Working knowledge of Excel a plus Some related college coursework completed, but not required. Must be detailed oriented, and have strong written and oral communication skills. Ability to prioritize multiple deadlines, with the flexibility to handle change in focus due to dynamic environment

 

Wireless background experience a plus. 

 

LetsTalk, Inc. is an exciting, fast-growing, venture backed private company; we recently celebrated seven years in business. Our user-friendly online retail store at www.LetsTalk.com puts us at the forefront of an industry experiencing double-digit annual growth. We have the biggest selection of wireless products and provide the most complete sales information and tools of any wireless company, online or off!

 

We are looking for smart, dynamic self-starters to join our team. LetsTalk.com offers competitive salaries, a comprehensive benefits plan, a 401K program, pre-IPO stock options, and generous employee discounts on cell phones and accessories.