Senior Quality Evaluator

Key Responsibilities:

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
• Recommend curriculum modifications to Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis
• Conduct compliance and Quality checks and ensure timely closure as per defined targets
• Analyze and report on any fluctuations / changes in how processes are followed or in Key or Critical Service Levels attainment
• Perform Root Cause Analysis on identified defects
• Provide key insights from case scrubs/RCAs and Analysis

Desired Skills:

• Good communication (verbal and written) and Analytical skills
• Good interpersonal skills
• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
• Self-starter, sense of urgency, and works well under pressure