communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies.
COACHING coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, one-
on-one, and on-the-job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc.
prepare for coaching by reading and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements.
REPORT GENERATION Prepare, and update reports in a timely and accurate manner; may prepare customized reports on a variety of performance assessment issues (i.
e. quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.)
QUALIFICATIONS College diploma required. Minimum of 1 year quality assurance or telemarketing experience required. At least 6months employed with West (applicable for interna applicants).
Applicants who have previously applied for the same position can reapply only after 60 days.KNOWLEDGE, SKILLS AND ABILITIESThe Performance Assessment Specialist will be expected to master the following to successfully perform the job : KNOWLEDGEBasic fundamentals of effective trainingCustomer service principles and practicesEnglish usage, spelling, grammar and punctuationMotivational training techniquesPrinciples and practices of telemarketingDepartmental operating procedures and policiesSKILLS AND ABILITIESExcellent verbal and written communication skillsHandle multiple concurrent tasksAnalyze problems, identify alternative solutionswork independently in the absence of immediate supervisionEvaluate training effectivenessWork varied schedules, as assignedEstablished and maintained cooperative working relationships