QUALIFICATIONS

• 2+ years in a customer service role, preferably in a leadership, training, or quality assurance capacity.
• Proven ability to design and develop a comprehensive new hire training program from the ground up, ensuring it meets professional standards and aligns with company goals.
• Strong communication and presentation skills with the ability to coach and motivate others.
• Familiarity with call center software, QA tools, and ticketing systems (e.g., Salesforce, RingCentral, etc.).
• Highly organized with a proactive approach to training and performance management.
• Demonstrated ability to handle sensitive feedback and maintain confidentiality.

PREFERRED QUALIFICATIONS

• Experience developing training materials or standard operating procedures.
• Working knowledge of HIPAA compliance and/or healthcare customer service.
• Prior experience using e-learning platforms is a plus.

PURPOSE

The Customer Service Trainer / Quality Analyst is responsible for ensuring the successful onboarding and ongoing development of Customer Service team members. This dual-role position focuses on delivering high-quality training for all new hires, conducting periodic refresher trainings, and monitoring agent performance through regular call quality assessments. The goal is to support a consistent and exceptional customer experience by equipping agents with the tools, knowledge, and feedback necessary for success.

RESPONSIBILITIES

• Facilitate comprehensive training for all new Customer Service hires, including systems, workflows, compliance, and soft skills.
• Collaborate with leadership to keep training materials and documentation up to date with current processes and policies.
• Monitor and evaluate training effectiveness, incorporating feedback and performance data to improve training delivery.
• Coordinate with the Customer Service Manager and Supervisors to plan training schedules aligned with staffing needs.