OVERVIEW:
This is a dual role that provides a holistic focus on training and quality. The Trainer facilitates new hire and refresher training to Service Desk staff to prepare them to perform their roles, achieve quality expectations and provide excellent customer service. Develops Service Now Incident Management Training modules and is also responsible for the upkeep of all training materials. Creates training/acclimation schedules and works with the Service Desk Manager to plan refresher training sessions to provide continuous learning within the Service Desk environment. QA Trainer is also responsible for ensuring customer and client satisfaction by reviewing priority incidents within Service Now to ensure performance meets contractual quality expectations. Creates trending reports to identify training and coaching opportunities and/or address gaps within the knowledgebase. Develops trending and tracking reports and quality scorecards to document the success of the training and quality program. This is an onsite position and trainer is expected to perform the duties of the Service Desk role to gain expertise, knowledge and proficiency of work processes to ensure successful transition and performance as the Quality Assurance Trainer.
GENERAL DUTIES:
- Develops a strong familiarity of the Service Desk Incident Management processes for use in the creation of training materials and modules to meet client expectations.
- Strong willingness to do the job of the Analyst, develop subject matter expert, and function as a trusted advisor to the Analyst.
- Works with the Analyst to address any areas of confusion and to reinforce the training content.
- Develops and/or enhance training modules using a variety of methods and strategies, and according to contract guidelines.
- Conducts training sessions and develops criteria for evaluating the effectiveness of training activities.
- Creates training schedule, maintains records of training activities, document participant progress, and training program effectiveness.
- Interfaces directly with client training personnel, as appropriate
- Ensure compliance with all gov’t policies, procedures and timelines for ticket escalation and resolution.
- Work with Service Desk Manager and Service Desk SMEs to drive process improvements through identification of performance deficiencies, trends, and other areas of opportunity.
- Conducts quarterly reviews of Service Desk related standard operating procedures and knowledge base content, and work with Knowledge Manager to address inconsistencies.
- Schedule and lead weekly training/QA meetings to highlight performance trends. Represents training and quality area during client discussions.
- Oversee the work of the Quality Assurance Team to ensure priority ticket quality checks are being performed on schedule and according to contract expectations.
- Required to work in one or multiple work queues over various Tier groups to perform quality checks.
REQUIRED QUALIFCATIONS:
- Requires 8 to 10 years with BS/BA or 6 to 8 years with MS/MA or 3 to 5 years with PhD or HS with 14+ years of experience in lieu of BS.
- Two or more years' experience delivering training in call center/help desk/service desk with instructional design.
- Capable of conducting training sessions, leading meetings, and creating presentations using Microsoft PowerPoint.
- Must be proficient using Microsoft Excel with experience creating multi-functional spreadsheets.
Must have strong attention to detail and able to identify trends. - Must be able to work independently and take initiative to do what is needed to achieve quality performance goals.
- Strong written and verbal communication skills, and comfortable speaking in groups and/or client meetings.
- Must have schedule flexibility to train across various shifts, as needed.
- Be willing and able to report daily to work site.
- Service Now Incident Management experience preferred.
CLEARANCE:
