Customer Service Trainer - Quality Assurance

What we offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Quality Assurance Department Trainer facilitates, monitors, and records progress for Quality Assurance new hire training as well as continuing education for current team members by analyzing needs and developing curriculum.

The Quality Assurance Department Trainer produces Standard Operating Procedures (SOPs) based on all processes such as job file audits, billing disputes and support specialists.

This role reports to the Workforce Planning and Training Manager.

Major Duties and Responsibilities

• Consult with Supervisors and Managers to assess training needs for current and new team members.
• Schedule and conduct training sessions on various topics to prepare and support new team members.
• Train experienced team members on new or updated procedures to improve their performance.
• Assist with developing education materials, such as digital presentations, how-to manuals, and instructional videos.
• Update and / or create standard operating procedures based on business needs and implementation of new business processes.
• Provide and / or facilitate training, coaching, and mentoring of team members.
• Provide documentation of quality scoring and training progress based on performance monitoring and Key Performance Indicator (KPI) achievement.
• Actively and consistently support all efforts to simplify and enhance the franchise / customer experience.
• Administer recognition program based on Key Performance Metrics (KPM’s).
• Train on job file audit, billing dispute processes, and franchise support.
• Assist with new projects as they relate to Quality Assurance functions.
• Provide assistance where needed due to heavy volume or employee absence.
• Assist with additional needs in the Quality Assurance Department as needed.

Required Qualification (Knowledge, Skills, and Abilities)

• At least two (2) years of experience with job file audits related to insurance clients.
• One (1) year of training experience preferred.
• Excellent communication, interpersonal, and conflict resolution skills.
• A basic understanding of loss estimating such as residential and commercial mitigation and / or construction preferred.
• Strong customer service proficiency, teaching abilities and mentoring skills.
• Strong proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Familiarity with learning management systems.
• Adaptable to different comprehension levels and employee behaviors.
• Ability to provide leadership to personnel in a fast-paced work environment.

Education

• High School Diploma or GED.
• Institute of Inspection Cleaning and Restoration (IICRC), Water Restoration Technician. (WRT) and Applied Structural Drying (ASD) certification (or ability to obtain within first year of employment).

Working Conditions

• Standard working hours : based on a 40-hour work week, operates in a professional environment, routinely utilizing standard office technology.
• Additional working hours as required for business related needs.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada.

Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.