Customer Service Quality & Training Strategist

CooperVision Limited; Town of Victor (NY); On-site; USD 63,000 - 84,000; Full time

Job summary

CooperVision, a unit of CooperCompanies, seeks a Training and Quality Specialist to elevate customer service through targeted training, quality reviews, and leadership collaboration. You will coach CS staff, develop materials, and drive continuous improvement across processes.

Ideal candidates have 2+ years in CS training/quality, strong communication, and familiarity with CS systems. This role is based in Victor, NY with on-site responsibilities.

Qualifications

• Expert knowledge of Specialty EyeCare product portfolio and quality management systems.
• Proficiency with Dynamics 365, Bravad, RX Connect, Vantage, and Zendesk.
• Excellent communication and presentation skills.
• Ability to write and develop reports, procedures, and quality reviews.

Responsibilities

• Develop, implement, and deliver training and quality within CS as needed.
• Assess strengths and opportunities of employees based on training and quality reviews.
• Provide constructive feedback and coaching to drive quality and rep success.
• Support CS metrics, recalls, and cross-site projects.

Skills

Specialty EyeCare knowledge

Communication skills

Interpersonal & problem-solving

Report writing & documentation

Education

Associates Degree

Tools

Dynamics 365

Bravad

RX Connect

Vantage

Zendesk

Job description

CooperVision, a unit of CooperCompanies, seeks a Training and Quality Specialist to elevate customer service through targeted training, quality reviews, and leadership collaboration. You will coach CS staff, develop materials, and drive continuous improvement across processes.

Ideal candidates have 2+ years in CS training/quality, strong communication, and familiarity with CS systems. This role is based in Victor, NY with on-site responsibilities.