Quality Control Analyst Arise
THIS JOB HAS EXPIRED Overview:
Founded in 1997, Arise Virtual Solutions Inc. is the world?s leading provider of virtual business process outsourcing and contact center services for brands seeking to improve business results through their sales and service channels.
Headquartered in Miramar, Florida, Arise has over 230 employees. We customize and deliver high-quality voice, e-mail, chat, and mobile customer service, technical support, and sales through a network of over 26,000 entrepreneurial, self-incorporated home-based Client Support Professionals in the United States, United Kingdom/Ireland and Canada.
Clients gain value through our unmatched combination of superior service and best cost. Through the delivery methodology of Undisputed Top Performance? Arise?s 100 percent virtual model is able to best match Client Support Professional's skills to specific client needs. This allows companies unparalleled flexibility for growth and profitability while improving their customers? satisfaction.
No other company better understands how to bring virtualization to life for premium brands.
The Certification Quality & Performance Analyst is a key member of the Certification Team, performing/collecting quality evaluations, developing data sets to evaluate a holistic view of instructor performance and providing feedback for contract instructors for improvement.
? Driving Quality evaluations for contract instructors based on the Kirkpatrick methodology
? Develop Kirkpatrick Scorecards for contract instructors within Excel
? Deliver feedback and enhancement sessions with contract instructors
? Develop performance strategies for contract instructors
? Develop continuing education courses for contract instructors
? Demonstrating ongoing capabilities of Learning Activities in Virtual Environment
? Report regularly on class results, linking learning programs to performance KPIs
? Drive Performance Initiatives with instructors. Continuous refinement of quality monitoring programs specific to instructor performance in the virtual/distance learning environment
? Support the continuous improvement of Certification between Quality Assurance, Onboarding feedback, performance results, and instructional design
? Assist teams in identifying and analyzing trends. Drive initiatives to identify trends and lead continuous improvement associated with training
? Execute Pilot programs for new policies, procedures with contract instructors
? Creating registered user accounts in the web casting system and authorizing appropriate levels of access
? Troubleshooting instructor and student issues that may arise during classes.
? Communicate frequently with Team Leads, Senior Managers, and reps to assure mutual understanding of, and agreement with, certification plans, initiatives, and schedules
? Enhance sourcing and on-boarding process for all Instructors
? Achieve department objectives within budget constraints
? Ability to troubleshoot technology issues and create/execute action plans to resolve issues in the virtual learning environment
? Familiar with most Call Center telephony & client systems such as Citrix, Avaya, CRM, CRM, D2000, Kana, etc
? Other duties as assigned
? Bachelor?s Degree (preferred)
? 2+ years of call center experience (specifically with metrics such as AHT, ATT, CSAT, QA, Sales, etc?.)
? Experience with one or more LMS systems that required online collaboration
? Experience with Quality improvement/monitoring methodologies
? Experience leading large teams
? Staff management experience
? Experience managing a virtual staff (preferred)
? Flexibility to operate in a growing and changing business
? A desire to operate in an entrepreneurial environment
? Ability to think strategically, while maintaining strong attention to detail during execution
? Ability to multi-task
? Ability to create action plans
? A team player, with the ability to operate independently
? Webcasting systems (expert)
? MS Office
? Relationship Building and Effective Communication
o Client Presence - Being able to represent Arise and our model and negotiate the needs of the client. This means taking the demands and restrictions of the client and curriculum and translating them into a learning process that works.
o Executive presentations
? Project Management
o Task tracking
o Reporting to Manager and Director about: project progress, barriers, work around solutions, and next steps.
? Process Building
o Improvement of processes and procedures for certification department
o Standardization and implementation of new and improved certification processes and procedures
? Cost Monitoring
||3450 Lakeside Drive |
Miramar, FL 33027
THIS JOB HAS EXPIRED