Trainer, Quality Analyst

Learning and Development Miami, Florida


Description

Overview:

The Training and Development department at Ygrene is responsible for developing and delivering training interventions for company initiatives, facilitating the performance improvement of employees, and conducting quality assurance in the service of employee development.

Job Summary:

The Trainer and Quality Analyst position is a hybrid role that combines two interconnected fields of responsibility: the initial training of new hires and the ongoing monitoring of their performance (QA).  This role will take primary responsibility for coordinating and conducting training activities for newly hired employees.  During times when training is not scheduled, this role will conduct quality audits and conduct feedback activities designed to measure and improve job performance.  These connected job responsibilities ensure that essential job knowledge transfers into the training curriculum and conversely, that training closely accompany evaluation of ongoing job performance.

 Trainer & Quality Analyst Duties and Responsibilities:

Training, Training Analysis & Evaluation (45%)

  • Plan and deliver New Employee Orientation (NEO), including advance communications, in-person or virtual instruction, managing the schedule, and arranging guest speakers, shadowing sessions, and roleplays.
  • Deliver training (broadly defined) according to changes in product or process. This could include delivering updates on tech releases, changes to SOPs, or new product features.
  • Design & administer Training Needs Assessments.
  • Develop measurements on Training effectiveness such as post-course evaluations.
  • Assist the Training and Development function in the development of training materials, job aids, and reporting.
  • Perform individualized job feedback and coaching in response to issues discovered during QA.

QA & Reporting (45%)

  • Perform random-based call review of recorded customer calls.
  • Analyze and audit calls / files (associated with the call).
  • Score/grade each call based on pre-established scorecard and company policies/guidelines. Highlighting any specific issues / concerns that are observed during the call.
  • Identify and escalate any issues that need immediate attention.
  • Perform targeted QA inquiries or diagnostic tests according to established SLAs and company priorities.
  • Enter scores, notes, and feedback into established excel scorecards or other metrics of employee performance.
  • Finalize scorecards for each call and send to that employee’s respective Manager or Supervisor
  • Bring feedback full circle by identifying training opportunities and addressing common QA issues in training curricula.

Other Duties: (10%)

  • Perform special projects and research as assigned.
  • Support other team members as assigned.
  • Trainer & Quality Analyst Skills and Experience:
  • Bachelor’s Degree Preferred.
  • 3+ years of experience in finance industry, mortgage lending, business operations or sales.
  • Strong knowledge of Ygrene internal systems, workflows, and core PACE features.
  • Knowledge of call center customer service and phone sales practices and procedures.
  • Knowledge of quality control methods and practices.
  • Excellent verbal and written communication skills
  • Training or teaching skills (broadly defined). This could entail explaining processes to customers, or to peers as a colleague, team lead or supervisor.
  • Bilingual fluency in English and Spanish, required.
  • Ability to independently manage daily tasks and short-term projects.
  • Highly organized, meticulous attention to detail and strong analytical skills are essential in this role.
  • Intermediate to advanced skills operating Microsoft Excel, Word, and PowerPoint.
  • Ability to see and communicate trends/themes to home department, managers, and organization at large.
  • Candidates will be expected to possess or quickly develop expert knowledge in all manner of household financial topics such as mortgages, home equity loans, unsecured finance products, and property taxation principles.
  • CPLP or other Training certifications a plus.
  • Customer Service credentials or certifications a plus.

Work Environment & Physical Requirements:

  • This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and filing cabinets
  • Work environment is indoors with majority of time spent sitting at a desk
  • Ability to stand, bend, stoop, sit, walk, twist and turn
  • Ability to lift up to 25 pounds occasionally
  • Ability to use a computer keyboard and calculator

Position Type, Expected Hours of Work, and Travel:

  • This is a full-time position
  • Days and hours of work are Monday through Friday, on a schedule to be mutually agreed upon.
  • Minimal travel up to 25% is expected for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  This document does not represent an employment contract.