Training And Quality Assurance Analyst

This role maintains a strong working partnership with the Training Manager and CSS Training Team (U.S.), to support the delivery of any new and/or existing training material, identify opportunities to enhance the training schedule and practical application exercises, as well as provide feedback through the Quality Assurance process.  In addition, this individual will support by providing feedback to coach technicians, focusing on customer experience, while identifying and/or evaluating the individual technical skill sets for continuous Training and development.

Duties and Responsibilities

• Execute published training plans in English, including practical applications, support resources, and daily training summaries. 
• On-site training facilitation and coordination of all training materials, and physical setup, in addition to partnering with the Training Manager to coordinate the schedule of attendees.
• Recognize knowledge trends in individuals and teams in both technical and procedural aspects, including customer service feedback from the Quality Assurance processes.
• Identify opportunities to advance individuals’ technical knowledge and capabilities through appropriate training courses and coaching with the Training manager’s partnership.
• Determine and deliver refresher training needs or additional practical application exercises, based on technician’s metrics and customer feedback.
• Partner with the CSS Training Team (U.S.) and business partners to support the development and delivery of training within new/existing areas, in addition to ongoing learning modules.
• Review calls/cases to investigate possible problem areas and opportunities, including client responses via the use of English.

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies: 

• Technical Capacity & Problem Solving – Demonstrates in-depth of knowledge and skills encompassing all technical areas of training content and desk support.  Effectively applies technical knowledge to find resolutions for practical application exercises while being able to train in English simultaneously. 
• Communication & Professionalism – Articulates clearly and concisely in English both verbally and written, using proper grammar and professionalism with verbal and written communication. Approaches others in a professional, respectful manner; Responds well under pressure; Takes ownership and responsibility for own actions. Follows through on commitments and keeps leadership apprised of training plan progress. 
• Training & Innovation: Supports the Training Manager with evaluating technician’s skill-set levels, capacity and/or willingness to learn and grow.  Work closely with the Subject Matter Experts from our business partners to understand technical skills and application of training material. Partners with Training Manager, CSS Training Team, and business partner, to ensure technical training information is up-to-date, consistent and provides visibility to support resources for all technicians.
• Results Orientation & Quality Management – Self-driven, focused on setting goals through day-to-day with the ability to grow, while leading by example to peers. Ability to maintain schedule flexibility with timelines surrounding goals and expectations, while maintaining professionalism. Identifies ways to improve and promote quality through the customer and employee experience while executing accuracy, consistency and closes the loop.  Must complete at least 6 – 8 Quality Assurance reviews per day, totaling 30 – 40 by the close of each business week.  This includes providing each technician feedback (at least 1 review per person per week) around their written and verbal communication with our customers to ensure the customer care model is executed to provide exceptional customer service.

Language Skills 

• Must be proficient in communicating in English - verbal and written. At least two years working in a business environment with English as the primary language.
• Any certifications in English Language is a plus.
• Identify appropriate correspondence channel and displays professionalism when communicating feedback with Training Manager, CSS Training Team, Subject Matter Experts, and business partners.
• Strong English communication skills including the ability to speak over the phone, present information in small or large groups in person and or remote and facilitate group discussions. 

Reasoning Ability                                                                                   

• Ability to define problems, collect data, establish facts, and draw conclusions.
• Ability to interpret a variety of instructions and solve problems with a logical, analytical approach.
• Ability to effectively present solutions in English with business partners, CSS Training Team (U.S.), Training Manager, and Operations Manager. 

Other Skills and Abilities                

• Strong time management, organizational skills, and self-awareness, with the capability multi-task in a fast-paced environment.

Position Type / Expected Hours of Work                                                                                                    

• This is a full-time position.  Days and hours of work may vary. 
• This role must be flexible to work different shifts as training needs require