ANALYST, CUSTOMER SOLUTIONS
at Qualfon

Date Posted: 6/24/2019

Job Description

Job Summary

Main Objetives and Duties:

1. Training Design participation               

  • Participates in the training design and coordinates training programs based on agent needs.
  • Coordinates with the Training Manager(s)
  • from the offshore centers to gather suggestions and recommendations in improving content, curriculum, delivery.
  • Liaise with subject matter experts regarding instructional design.
  • Reviews, develops, modifies, and implements standardized training materials including presentations, handouts, manuals, job aides, monitoring/evaluation tool and other resource materials.
  • Interfaces with internal and external clients on behalf of the organization.

2. Training Needs Assessment                  

  • Performs needs assessment with new and existing employees.
  • Conduct interviews and consultation surveys with trainers and offshore training leaders for data gathering and processing.
  • Helps develop training resources by preparing learning materials in training needs specific to address the gaps identified both New Hire and Special Skills programs.
  • Identifies best practices in developing NH agent skills and coordinates with the training manager for the consistent deployment of best practices.
  • Conducts classroom observation both assessment and implementation of activities.

3. Monitoring & Training Reports                            

  • Performs daily monitoring of the training activities through TracFone training cameras for consistent delivery of activities and resources being used.
  • Observes and reports areas of opportunities to the training leadership for each center partners for improvements.
  • Ensures that Trainers are following standardized process before endorsing New Hires to Operations set by Tracfone using the Training Gates.
  • Compiles training reports in a real-time manner both for client and center partners.

4. Information Dissemination and Escalation                     

  • Acts as Subject Matter Experts on a specific area of support.
  • Escalates issues to Miami Business owners for resolution and other stake holders.
  • Attends calibrations, meetings and conference calls over the phone.
  • Maintains and ensures specific references used by Agents in the Operations are up to date.

Area of expertise (Skills)

  • College Graduate of any course or equivalent experience
  • 2 to 4 years’ work experience in training and development, preferably in a Call Center setting
  • MS Office suite

Other Skills and Experiences (Min)

  • Adult Learning Facilitation, Leadership Training, and
  • Six Sigma (desirable)

Education

Job Snapshot

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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