Customer Experience/QA Coordinator

Coordinating agent-level training, learning & development for call centre staff. Planning, preparing, & delivering account-specific training to customer support agents using diverse methods including classroom instruction, one-on-one mentoring, & facilitation of e-Learning opportunities.

https://advantage.hiringplatform.com/list/careers

Customer Experience Coordinator Responsibilities:

Duties and responsibilities:

• Coordinates and facilitates classroom instruction ensuring new and existing employees can deliver best in class customer service and support.
• Performs all supervisory functions for training team members including coaching counseling and identifying training requirements.
• Supports the Learning and Development Manager ensuring the training program is operating in accordance with contract expectations; and provides reports and recommendations for sustained or improved training and quality management.
• Supports Human Resources, Workforce, Quality, and Operational Leaders to schedule and coordinate the education needs of each line of business or program and identify trends and lead continuous improvement efforts associated with education.
• Conduct classroom observations of the learner experience and facilitators; delivers constructive feedback to the facilitator and develops coaching plans as needed for improvement.
• Administers effective evaluation and testing techniques to assess learner attendance, performance, and understanding of materials.
• Coordinates and schedules all education related resources include materials, classrooms, staff, and technology ensuring effective and efficient delivery of courses which meet client and operational requirements.
• Coordinates call centre agent nesting and on-the-job-training processes to ensure optimized hands-on learning, seamless integration into production, and contractual obligations are met.
• Ensures all Facilitators and Education Leaders within the team deliver and adhere to training processes consistent with organizational and client expectations.

Requirements and qualifications:

• Solid understanding of learning processes and practices for adult learners.
• Must have excellent leadership, coaching, scheduling, and mentoring skills to effectively communicate, train, and manage staff in the division to deliver a high standard of service.
•  Must have strong administration and coordination skills and a passion for outstanding facilitation, customer service, and commitment towards best in call learning environments.
• Must be able to analyze statistics or other data to determine customer service levels and be capable of exercising good judgment with a global perspective.
• Strong computer literacy with proficiency with Microsoft Office (Excel, Word, and PowerPoint).
• Must be able to balance, follow up, and complete projects in a timely fashion; be able to initiate a sense of urgency when necessary.
• Must have strong organizational and multi-tasking abilities coupled with excellent analytical and resolution skills whilst displaying a high level of professionalism.
• Ability to work a shift within a 24/7 environment.
• Minimum two (2) years previous experience in a supervisory capacity within a call centre environment is required.
• Experience training in an adult learning environment is required.
• Bachelor's degree in education equivalent combination of experience and education.
• Certification in training and development, instructional design, or adult learning will be a strong asset.

Why Join Us?

Advantage Communications Inc is a BPO service provider operating in Canada and the Caribbean with over 20 years of excellence 

in customer care and technical support. Since 1996, we’ve led the way with call center innovation, to get better results in 

customer satisfaction and cost-efficiency for telecommunications, financial services, retail, digital media, technology, automotive, 

start-ups and major corporations.  

With our loyal workforce, we're proud of the lowest attrition rates in the industry. Our current clients range in size from 5 full-time

 employees to tens of thousands, with a number of long-term client relationships between eight and 15+ years.

Advantage Communications helps organizations PowerUp their customer experience using the latest technology platforms and call 

center automation.   We’re taking on the challenge, and stepping-up to new levels of customer service performance and 

excellence. We want you to join us on our journey!

“Innovation, Passion and Technology are taking us to new levels of customer excellence – we’re going to challenge our industry.” 

 Gregg Hough, President & CEO | Advantage Communications