Full Description

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as our VSN Service QA Trainer!

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location: Gainesville, VA - Hybrid

Summary

As a VSN Service QA Trainer you will be responsible for training and evaluating the quality of the Service Account Coordinator and Operations teams by ensuring adherence to best practices and fostering continuous skill development. This is accomplished by quality assurance checks and targeted training, directly contributing to enhanced customer satisfaction and timely completion of service work orders. This job will also provide support for supervisor coverage as needed.

Training & Development

Collaborate with management to identify training gaps and propose solutions. Deliver engaging and effective bi-weekly hands-on training sessions. Provide quarterly recurring training on enhancing understanding of MM event history & standard troubleshooting procedures. Develop and update training materials, ensuring content is relevant, accurate, and aligned with company objectives Provide feedback to Managers and Supervisors that can be used to mentor and coach team members to help achieve performance goals.

Quality Assurance Checks

Conduct evaluations of phone conversations, meetings, and email communications with customers, providing constructive feedback to the Supervisor/Manager. Identify areas for improvement in delivering best practices, problem-solving effectiveness, and overall customer experience. Identify trends in quality assurance findings and collaborate with management to implement corrective actions and process enhancements.

Identify Cross-Functional Efficiencies

Work with other leaders to identify improvements to process or policy to better enable customer-facing colleagues to deliver exceptional customer service and efficient resolution to Service work orders.

What You'll Need

High School Education or equivalent - required. 2 or More Years Experience Providing Training and/or Quality Assurance. Understand training needs and deliver effective training; ability to assess calls and emails for quality and accuracy. Multitasking Must be able to evaluate data and analyze trends, provide strong feedback with excellent communication skills. Attention to Detail Referencing procedures, Quality assurance checks for phones, cases, troubleshooting, etc., organizational and time management. Communication & Interpersonal Skills Provide in depth feedback, motivate, foster positive learning environment. What You'll Get