Training and Quality Specialist

New Leaf was founded by industry veterans with over 50 years in the service plan industry - veterans who felt that now is the time to turn a new leaf! New Leaf focuses on being a dealer-centric operation. New Leaf has created an environment where the customer actually gets what the customer believes they paid for. Join us as we lead the industry in new and innovative products designed to support the ever changing business and product environment.

Job Description

We're looking for an outgoing, fun-loving person that oversees the development of agents based on a quality assurance and ongoing developmental growth through skill progression, job aids and analysis of errors to ensure the highest level of accuracy and performance. They will also help to identify areas of opportunity where additional coaching and development is needed.

Benefits

• Employee Stock Ownership Plan (ESOP)
• Generous annual profit-sharing incentive program
• Medical, vision, dental and other voluntary benefits after 60 days.
• Accrued PTO
• Work life balance in a rapidly growing company
• Secure covered parking and direct access to DART Rail System
• Complimentary soft drinks, coffee and bottled water
• Catered food events each month
• Free access to on-site gym to help with the damage of the catered food events
• Regular company events for a chance of fame and fortune!

R*esponsibilities *

• Trains, supports and develops new hires prior to being transferred to permanent supervisor
• Completes defined quality assurance monitoring on agents
• Identifies strategy and development for agent progression
• Identifies gaps and makes recommendations for login class coverage where service levels or response time is impacted
• Analyzes agent errors weekly to determine areas in which additional training is required
• Maintains and revises job aids through established guidelines for consistency
• Assists in maintaining the SharePoint (LMS) up to date and ensure all agents are properly informed of changes and/or updates
• Other Training and Development tasks as needed

Skills / Other Requirements

• Exceptional Customer Service skills
• Proven success in cross-functional team partnerships
• Proven success in quality and development
• Professional oral and written communication skills
• Proven Team-oriented / Mentor skills
• Strong Analytical and Critical thinking skills
• Other duties as deemed necessary

Job Type: Full-time

Pay: From $41,600.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Customer support: 2 years (Required)
• Quality Assurance in a Call Center: 1 year (Preferred)
• Training & development: 1 year (Preferred)

Work Location: One location