Carhartt, Inc. Training & Quality Coordinator in United States

Position Details

Position Location: Dearborn, MI Department: Customer ServiceReports To: Customer Service Training Specialist FLSA Status: Non-Exempt (Over-time Eligible)Job Band: Business Support

Summary

The Training and Quality Coordinator will work with Customer Service leadership and Corporate Training in identifying training needs and implementing training programs, as needed; including development and maintCustomer Service Training Specialist enance of all training materials. In addition, this role is responsible for assisting the Training Analyst for the execution or delivery of training. This role also includes assisting in evaluating the effectiveness of all aspects of Customer Service training.

Responsibilities

  • Assists in developing and implementing formal training programs for the Customer Service organization, including new hire and enhancement skill training programs.

  • Presents training material using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos or lectures

  • Assists in the administration and enhancement of the Quality Monitoring evaluation methodology, including forms, calibration, and feedback process.

  • Assists in gathering and analyzing performance data and prepares reports for management regarding call quality, trends, problems areas and training needs.

  • Collaborates with the leadership team to ensure standardization, communication, calibration, and consistency.

  • Reacts positively and effectively to new developments, policies and procedures that require training development or updates to existing curriculum development. Note: this encompasses continuous improvement methodology.

Education

  • High School Diploma or GED Equivalent

  • Bachelor's Degree Preferred

Required Skills and Experience

  • Excellent written and verbal communication skills

  • Proficient with Windows and Microsoft Office; SAP experience is preferred

  • 2 or more years of contact center operations experience

  • Experience in administering training in classroom environment preferred

  • Ability to work in a team-focused environment while maintaining the ability to exercise independent judgement

  • Ability to be accurate and detail-oriented

  • Ability to prioritize, organize, and multi-ta

Working Conditions

  • Office Environment

  • Weekend Hours

  • Travel (20%)

  • Tobacco Free