Service Desk Trainer

Job Summary:
The Service Desk Trainer/QA will be responsible for the 2 main areas of the Center of Excellence, quality Assurance and the Training Process.

This person will be responsible for the evaluation, creation, and preparation of all training needs such as New Hire Training, Refresh sessions to improve employees’ performance, employee feedback, strategies, and analysis of training effectiveness.

This position is responsible for accurately recording data, analyzing data, and identifying trends, training gaps, call drivers, and effectively communicating those findings to operations.

**Responsibilities**:

- **Responsibilities of the process**:

- Trainer
- Receive the new hires during the HR Onboarding.
- Facilitate new hire training programs and support all ongoing training initiatives.
- Ensure knowledge is absorbed by the trainee(s)
- Evaluate the employees with a test after each training or client review.
- Follow up and evaluate New Hires during the Nesting period
- Clarify any doubt or questions trainees have regarding the policies and procedures of the SD, client’s material, and troubleshooting, or Auxis policies and procedures
- Track and report on new hire statistics: Test scores, quality of calls/tickets, and any other metrics requested.
- Create reports of each training performance (Absences, Tardiness, Scores, Issues, Behaviors)
- Provide support to existing employees and center personnel through ongoing training initiatives.
- Analyze and evaluate center training needs to develop, modify, or improve existing training programs, materials, and curricula.
- Maintain an updated knowledge-based with all training material for all analysts to have access to the material.
- Work actively with the client and management team to ensure effective implementation and communication of all training strategies and initiatives.
- Participate in transitions of new campaigns
- Create and deliver a positive, fun, rewarding, and respectful classroom training environment.
- Support Operations in any duties necessary.
- Creating an environment to support employee retention.
- Deliver onboarding programs to New Leads
- Contribute and lead the creation of E-Learning databases (material repository of material, reporting, and testing)
- Provide any training required by Manager or CSM (ex.SysAid)
- Comply and adhere to Auxis operational processes and security policies
- Attend all operational and project (ad-hoc) related scheduled meetings as required.
- Quality Analyst
- Verifies results by measuring skills in the use of scripts, technical knowledge, serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of the call.
- Provides feedback to Service Desk Analyst after monitoring calls
- Evaluates approaches by rating the effectiveness of service representatives; providing quality ratings; identifying training needs; developing coaching programs.
- Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
- Monthly Calibrations with Service Desk Leads.
- Creating Action Plans with Monthly outliers.
- Active participation in the improvement of the quality process.
- Customer Satisfaction
- Analyzing Survey results, presenting data and trends.
- Review Positive and negative results in SysAid and Amazon Connect
- Request RCAs of negative surveys
- Follow up with Team Leads

Create reports for Power Bi

Skills and Experience:
**Requirements**:

- Adaptability/Flexibility: Being able to comprehend and appreciate different points of view and adapt to different circumstances in a quick and efficient manner to diverse situations.
- Commitment to job quality: Capability to work with a sense of urgency, take decisions and achieve the company’s goals with performance results.
- Ethics: Work under moral values and good costumes and professional practices, and respect all the policies and procedures of the organization.
- Innovation and creativity: Ability to think of new and different solutions to issues or situations faced in the role.
- People Conduction: Capacity to manage a group of trainees, distribute tasks, provide learning and development opportunities.
- Training: Capacity to form other people in knowledge and skills.
- Quality and Continuous Improvement: Optimize resources (people, materials, process, etc.) and add value to the operation through original ideas or solutions.
- Influence and Negotiation: Being able to persuade other people, using solid and honest arguments, been able to achieve win-win situations.
- Effective Communication: Capacity to listen and understand others, to transmit clear and timely information required to achieve organizational objectives and keep all the communication channels open.
- Collaboration: Capacity to provide support to others (peers, superiors, and analysts), answer to their needs and requirements, and to solve their issues and doubts.
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