QA Training Associate

Summary

Join HopSkipDrive's Safe Ride Support team as a QA and Training Specialist! You will develop and maintain training materials, evaluate areas for improvement, schedule new hires, facilitate remote learning, and meet weekly quality assurance goals. Responsibilities include auditing calls, participating in calibration calls, tracking specialist progress, and collaborating on training program development. The ideal candidate possesses proven experience in learning and development, strong writing and editing skills, and experience in quality assurance for customer experience. HopSkipDrive offers a competitive salary, equity, flexible vacation, comprehensive benefits, and a remote work opportunity.

Requirements

• Proven experience in learning and development: Demonstrated success in designing and delivering effective training programs, ideally within a call center or customer service environment
• Strong writing and editing skills: Excellent ability to create clear, concise, and engaging training materials, including documentation, guides, and presentations
• Experience in quality assurance for CX: Proficiency in conducting quality assurance audits and analyzing performance data
• Excellent communication and interpersonal skills: Ability to effectively communicate with and motivate individuals from diverse backgrounds
• Strong organizational and time management skills: Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
• Ability to work collaboratively and independently: Proven ability to contribute effectively as part of a team and to work independently with minimal supervision

Responsibilities

• Writing and editing training materials: Develop and maintain training documentation, ensuring clarity, accuracy, and effectiveness
• Evaluating areas for growth and improvement: Proactively analyze new hire performance and feedback to identify areas for training enhancement and process optimization
• Scheduling new hire calendars: Efficiently manage and organize new hire schedules, ensuring timely completion of training modules and onboarding activities
• Facilitating remote learning: Lead role plays and act as a tutor for Specialists who need additional help throughout training
• Meeting weekly Quality Assurance goals: Systematically audit calls and SMS messages to assess adherence to quality standards and provide constructive feedback to team leaders
• Participating in calibration calls with management: Engage in calibration sessions with management to ensure consistent evaluation criteria and maintain quality standards across the team
• Tracking and Reporting on Specialists’ Progress: Maintain accurate records of performance and progress, generating reports for management review
• Collaborating on training program development: Contribute to the ongoing development and improvement of the overall training program, incorporating best practices and industry trends

Benefits

• Equity
• Flexible vacation
• Medical, dental, vision and life insurance
• 401(k)
• FSA
• Remote work