The Service Desk Trainer & Quality Control professional will be responsible for the two main areas within the Center of Excellence: Quality Control and the Training Process.
This individual will be responsible for evaluating, creating, and preparing all training needs, such as New Employee Training, refresher sessions to improve employee performance, employee feedback, training strategies, and analyzing training effectiveness.
Additionally, they will ensure information accuracy and quality delivery by monitoring phone calls, chats, and emails, and are expected to recommend improvements to policies and procedures. They will also be responsible for objectively monitoring, scoring, and coaching agents according to Service Desk quality standards and expectations.
This role requires accurate data recording, data analysis, identifying trends, training gaps, call drivers, and effectively communicating findings to Operations.
Trainer:
• Welcome new employees during HR onboarding.
• Facilitate training programs for new employees and support all ongoing training initiatives.
• Ensure participants absorb the knowledge presented.
• Assess employees with a test after each training session or client review.
• Track and evaluate new employees during the initial training period.
• Clarify any questions participants have about SD policies and procedures, client material, troubleshooting, or Auxis policies and procedures.
• Track and report statistics of new employees: test scores, call/ticket quality, and any other requested metrics.
• Create performance reports for each training session (absences, tardiness, scores, issues, behaviors).
• Support existing employees and center staff through ongoing training initiatives.
• Analyze and assess the center’s training needs to develop, modify, or improve existing training programs, materials, and curricula.
• Maintain an updated knowledge base with all training materials for analysts’ access.
• Work actively with the client and management team to ensure effective implementation and communication of all training strategies and initiatives.
• Participate in new campaign transitions.
• Create and deliver a positive, engaging, rewarding, and respectful classroom training environment.
• Support Operations with any necessary tasks.
• Foster an environment that supports employee retention.
• Deliver onboarding programs for New Leaders.
• Contribute to and lead the creation of E-Learning databases (material repository, reports, and tests).
• Provide any training required by the Manager or CSM (e.g., SysAid).
• Comply with and adhere to Auxis operational processes and security policies.
• Attend all scheduled operational and project (ad-hoc) meetings as needed.
Quality Analyst:
• Determine Contact Center quality standards by reviewing incoming and outgoing calls, chats, and emails.
• Verify results by assessing skills such as script usage, technical knowledge, service capability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous call closure.
• Provide feedback to Service Desk Analysts after monitoring calls.
• Evaluate approaches by rating service representative effectiveness; providing quality scores; identifying training needs; and developing training programs.
• Lead quality initiatives by ensuring compliance with quality control policies and procedures; developing new models; and implementing changes.
• Conduct monthly calibrations with Service Desk Leaders.
• Create Action Plans based on monthly outliers.
• Actively participate in quality process improvement.
Customer Satisfaction:
• Analyze survey results, present data, and identify trends.
• Review positive and negative results in SysAid and Amazon Connect.
• Request RCAs (Root Cause Analysis) for negative surveys.
• Follow up with Team Leaders.
• Create reports for Power BI.
• Adaptability/Flexibility: Ability to understand and appreciate different points of view and adapt quickly and efficiently to diverse circumstances.
• Commitment to Work Quality: Ability to work with a sense of urgency, make decisions, and achieve company objectives with high performance results.
• Ethics: Work under moral values, professional conduct, and comply with all organizational policies and procedures.
• Innovation and Creativity: Ability to think of new and different solutions to problems or situations that arise in the role.
• People Management: Ability to manage a group of trainees, delegate tasks, provide learning and development opportunities.
• Training: Ability to train others in knowledge and skills.
• Quality and Continuous Improvement: Optimize resources (people, materials, processes, etc.) and add value to operations through innovative ideas or solutions.
• Influence and Negotiation: Ability to persuade others using strong and honest arguments to achieve mutually beneficial outcomes.
• Effective Communication: Ability to listen, understand others, and convey clear, timely information to achieve organizational objectives while keeping communication channels open.
• Collaboration: Ability to support colleagues, supervisors, and analysts, respond to their needs, and resolve problems and inquiries.
• Analytical Thinking: Ability to understand a situation, identify its components, systematically organize them, determine connections, and prioritize actions.
Technical Competencies:
Academic:
• Proficiency in English and Spanish (oral and written C1 or above).
• Certifications in Continuous Improvement (Scrum, Six Sigma, etc.).
• High School Diploma.
• Competence in MS Office products.
• Intermediate-Advanced knowledge of Excel.
• Bachelor’s degree in Education, Training, or a related field.
• Knowledge/training in IT best practices or frameworks such as ITIL is highly desirable.
Experience:
• Proficiency in Microsoft Office products, including Word, Outlook, PowerPoint, Project, and Excel.
• Intermediate technical knowledge.
• More than 2 years of technical support experience.
• Proven ability to be self-motivated, self-directed, and work independently.
• Demonstrated ability to manage the full quality cycle.
• Strong decision-making and organizational skills.
• Demonstrated expertise in Adult Education.
Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.
Benefits
Work-Life Balance & Flexibility
Growth & Development
Recognition & Rewards
Health & Security
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