Spec Training - Customer Svcs - Lees Summit, MO req22670

Quest Diagnostic

Lees Summit,MO

11/6/2019

Job Description

Schedule: Day shift, Occasional overtime and Saturdays during busy season

Basic
Purpose:


Actively
supports training initiatives to drive operational efficiency and enhance
workplace performance. Responsible for designing and delivering learning
programs, identifying learning gaps, and implementing and evaluating solutions.


Maintain
and execute an instructional system to develop learning solutions using various
delivery formats including e-learning, instructor-led, and blended learning
strategies. Responsible for developing and implementing standard operating
procedures (SOP's) as needed.


Support
department quality and training initiatives to ensure the highest level of team
performance and delivery of exceptional customer service to clients


Develops
and distributes employee communications that support departmental training
objectives and SLA's


Knowledge, proficiency
in application and delivery of content of standard operating procedures for
products, services and platforms with ability to coach CSR I, II, III


Works closely with department leadership and 3rd party
contractor

Duties
and Responsibilities:


Maintain and update SOP's, procedural
information and department changes; communicate following department guidelines


Leadership role to support and assist team
members to ensure the highest level of team performance to meet or exceed goals
and objectives


Lead by example to promote teamwork and effective
working relationships using excellent communication skills with other employees
and functional groups to ensure department executes duties at the highest level


Provide floor support or supervisor coverage
and assistance when needed


Responsible for tracking attrition rate of new
hires first 90 days


Contribute to team member retention by
utilizing effective leadership practices, skills and techniques; this includes assessments
that identifies gaps in knowledge and skill, providing positive feedback, constructive
criticism, and placing emphasis on team member development


Supervisory responsibilities for all new hires
until they graduate to the general population and receive team assignment


Manage new hire onboarding activities in
preparation of their first 90 days


Take a lead role in managing recruitment
activities


Takes active role, or take lead role as
requested, on special project teams


Work with leadership to define and execute
strategies to improve customer experience and exceed service goals


Assist in coordination of preparation,
execution and testing of new employees and continuous training


Develop, maintain and report defined
continuous training schedule and proficiency testing taking advantage of
seasonality of the business


Support other training initiatives, as needed,
for specific programs and clients


Identify general scripting needs to ensure
consistent messaging is delivered across modes of communication


Ability to create reports including excel
spreadsheets, graphs and power point presentations


Engage appropriate personnel to identify
continuous improvement in processes and workflows; knowledge of CRM workflows
and functionality to support processes


Collaborate with supervisors and manager to
proactively address personnel issues; following company and department policies


Assist supervisors in assessing the
developmental needs of team members


Support the quality program providing
effective coaching and feedback to appropriate personnel on opportunities for
improvement with quality audits and service observed calls


Strong applicable knowledge of H&W
products, services and platforms to identify, create, maintain new and existing procedures and processes to
support a strong training program and a knowledgebase for client service
representatives

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