Full-Time Customer Service Training Specialist

Quince is seeking a high energy, customer first oriented Training Instructor to support our Customer Care team's onboarding, training, and development.

Key Job Responsibilities:

1. Coordinate New Hire on-boarding documentation and candidate on boarding experience
2. Support New Hire Training through leading learning sessions utilizing a variety of modalities
3. Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs
4. Track, measure new hire performance, attrition, and knowledge gaps to continuously improve training material and program
5. Implement new modalities that improve customer experience measured by the decrease in agent driven DSATs and increased customer retention
6. Schedule and deliver ongoing team continuous education sessions
7. Support the Customer Care organization on the creation and improvement of Training materials
8. Actively seek ongoing skill development opportunities
9. Become a Gladly conversation and Customer Care workflow SOP expert
10. Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
11. Be a leader in demonstrating Quince Values and Operating Principles, prioritizing the Customer First mentality

Basic Qualifications:

• Bachelor’s Degree
• 3+ years of experience in Training/Learning development
• Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups
• Proficiency in computer usage
• Willingness to work different shifts as needed
• Balance and prioritize multiple tasks
• Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve

Preferred Experience:

• Understand contact center processes and flow
• Certification or greater in Instructional design and adult learning
• Prior experience in contact center management or leadership
• Evidence of ability to prioritize, manage, and complete projects with tight deadlines
• Experience delivering messages related to performance
• Ability to give and receive feedback effectively
• Ability to adapt to a fast-paced environments with changing circumstances, direction and strategy
• Desire to thrive in a dynamic, growing environment
• Previous Kaizen/Continuous Improvement experience

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