Trainer & Quality Analyst

**SUMMARY**:
**KEY ACCOUNTABILITIES**:

- Deliver internal training courses based on corporate training material to classes of varying sizes (up to 40 at a time during peak ramps)
- Develop training curriculum, aids, and materials for instruction to enhance knowledge of current practices related to the business
- Complete monitors on agents within set deadlines to maintain and remediate procedural

compliance, interpret call results, and identify opportunities
- Deliver and assess client, regulatory and corporate testing
- Attend regular client calls for updates to material and make recommendations to improve current curriculum
- Travel to client location as required for detailed training on new products and initiatives
- Travel to other locations to provide backup support for other trainers on the program during vacations or large ramp periods
- Support newly trained staff during nesting period providing coaching and performance assessments prior to assignment to production
- Maintain tracking of training statistics including graduation rates, attrition during training and recruiting success
- Provide regular feedback to leadership and recruiting team regarding the hiring profile and coaching for the department
- Attend training workshops as required to improve abilities in adult learning
- Assist with employee engagement and participate in the planning and coordination of company events and activities and provide feedback to the employee engagement officer to improve morale and retention
- Administer re-education as needed
- Positively influence the actions and accountability of a group of people; setting the tone and expectations for others
- Provide additional support to recruiting and operations during reduced training times
- Attend regular calibration calls with full understanding and ability to administer Quality monitoring program as a Quality Analyst when training classes are not in session
- Take Customer Support and Tech Support calls as required which may include phone time during peak call volume times or low training times
- Other duties as required

**CORE COMPETENCIES & ATTRIBUTES**:

- Oral and written proficiency in English and French
- An analytical thinker, able to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data
- Ability to think creatively and adapt to different learning styles to ensure the greatest success and comprehension of the client material
- Ability to receive feedback as well as take initiative, volunteer readily, undertake self-development activities, seek increased responsibilities and offers help when needed
- Excellent people skills including a successful track record in effectively communicating with other areas in understanding processes as communicated and outlined
- Positive attitude in a fast-paced, ever-changing, and demanding environment
- Effective time management and multi-tasking abilities
- Effective communication skills with colleagues and management: verbal, written, and listening
- Punctual is consistently at work and on time, ensures work responsibilities are covered when absent

**EXPERIENCE & QUALIFICATIONS**:

- Proficient with Microsoft Office with a strong knowledge of Excel
- Six months call center experience preferred
- Commitment to improving the skill set of employees

**Hours of Operations**:
Hours of operation
- 95% of the time will be Monday to Friday but also can be asked to help out on weekends

Needs to be available from 7h00am to 11h00pm (the training hours end at 6h00pm but the nesting period for new agents is until 11h00pm)

**Who We Are**

Have a look at some of our corporate YouTube content, and please keep in mind that these videos were captured prior to COVID-19.

We are an accessible workplace.
- Individual accommodation shall be provided for applicants with disabilities who meet the required qualifications. Please advise us at any time during the recruitment process_

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care

Schedule:

- Monday to Friday
- Weekend availability

**Experience**:

- Call center: 1 year (preferred)

**Language**:

- French (preferred)