Associate, Training & Quality
Current• Support the Senior Manager, Supervisor, and CX Operations and Strategy teams by providing excellent administrative support and assisting with any ongoing projects, day-to-day operations, and proactive and strategic planning.• Administrator for MaestroQA and Lessonly, becoming an expert in the function and organization of both. Maintain content, users, tags, settings, automation, and reporting organized and up to date.• Proactively assists CX Operations and Strategy team with managing and efficiently running our Quality Development programs. This could include scheduling, progress reports, communication, lesson planning, and assignments.• Support CX Services Team and Leadership by collecting and understanding relevant QA and Lessonly data as needed or requested.• Help identify inefficiencies within the team and proactively suggest, drive, and implement improvements to internal Training and Quality processes.• Support Supervisor and Training Team before, during, and after New Hire Training weeks with administrative tasks and provide support as needed.• Review new and existing training resources and lessons to ensure they’re accurate and meet our quality standards in content and design.• Provide support and assistance with any day-to-day operations and ongoing projects as needed and determined by the Senior Manager of Training and Quality.• Effectively respond to escalated customer service issues to ensure proper resolution
