Vital Connect Inc

Compensation

Full Description

Description Purpose The Customer Service Trainer / Quality Analyst is responsible for ensuring the successful onboarding and ongoing development of Customer Service team members. This dual-role position focuses on delivering high-quality training for all new hires, conducting periodic refresher trainings, and monitoring agent performance through regular call quality assessments. The goal is to support a consistent and exceptional customer experience by equipping agents with the tools, knowledge, and feedback necessary for success. Responsibilities Facilitate comprehensive training for all new Customer Service hires, including systems, workflows, compliance, and soft skills. Collaborate with leadership to keep training materials and documentation up to date with current processes and policies. Monitor and evaluate training effectiveness, incorporating feedback and performance data to improve training delivery. Coordinate with the Customer Service Manager and Supervisors to plan training schedules aligned with staffing needs. Refresher & Ongoing Training Identify trends or gaps in team performance and provide targeted refresher trainings as needed. Proactively deliver ongoing training sessions to reinforce key knowledge areas or introduce process changes. Support cross-training efforts when agents are transitioning between shifts, roles, or platforms. Quality Assurance Perform call evaluations on recorded calls for each agent as needed, using established QA scorecards and guidelines. Track quality trends and escalate recurring issues or coaching opportunities to the Customer Service Manager. Contribute to QA calibration sessions to ensure scoring consistency across the team Requirements Qualifications 2+ years in a customer service role, preferably in a leadership, training, or quality assurance capacity. Proven ability to design and develop a comprehensive new hire training program from the ground up, ensuring it meets professional standards and aligns with company goals. Strong communication and presentation skills with the ability to coach and motivate others. Familiarity with call center software, QA tools, and ticketing systems (e.g., Salesforce, RingCentral, etc.). Highly organized with a proactive approach to training and performance management. Demonstrated ability to handle sensitive feedback and maintain confidentiality. Preferred Qualifications Experience developing training materials or standard operating procedures. Working knowledge of HIPAA compliance and/or healthcare customer service. Prior experience using e-learning platforms is a plus. Salary & Benefits The estimated hiring salary range for this position is $50,000-$60,000. The actual salary will be based on a variety of job-related factors, including geography, skills, education and experience. The range is a good faith estimate and may be modified in the future. This role is also eligible for a range of benefits including medical, dental and 401K retirement plan.