Remote Training Specialist, Customer Support

Summary

Join Clipboard Health as a Training Specialist to drive continuous improvement across support operations and elevate the standard of customer support. This role ensures end-to-end ownership of training initiatives, driving quality improvements through auditing, root cause analysis, SOP enhancement, and agent coaching.

Requirements

Familiarity with various training methods, including virtual classroom sessions, role-play, e-learning platforms, and tools such as Google Workspace, is crucial to success in this role

Responsibilities

• Develop Comprehensive Training Programs: Design, implement, and refine training sessions for customer support agents, focusing on quality standards, process adherence, and effective problem-solving
• Training Needs Analysis: Conduct ongoing assessments to identify areas where agents need support or additional training, tailoring content to address specific quality challenges and skills gaps
• Onboarding: Lead new hire training programs that equip agents with a strong foundation in customer support best practices and Clipboard Health’s quality standards
• Audit Agent Interactions: Perform regular quality audits to assess agents’ performance, identifying specific training needs and opportunities for skill enhancement
• Performance Feedback: Deliver constructive feedback to agents based on audit findings, helping them improve through coaching and targeted training modules
• Quality Insights for Training Enhancement: Use insights gained from quality audits and agent performance to continually improve training content, ensuring that training programs are relevant and impactful
• Stakeholder Engagement: Actively participate in quality and performance review meetings, sharing insights from training assessments and contributing to Clipboard Health’s broader quality improvement strategies
• Measure Training Effectiveness: Implement post-training assessments and feedback loops to measure the impact of training initiatives and adjust as necessary to maximize learning outcomes

Benefits

US working hours expected