Spec Training - Customer Svcs - Lees Summit, MO req22670

Quest Diagnostic

Lees Summit,MO


Job Description

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


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.

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.

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

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

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

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

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