Quality & Training Specialist

CooperCompanies; United States; Presencial; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

CooperVision in the United States is seeking a training and quality-focused Customer Service professional to support SOP adherence, coaching, and performance validation across CS operations.

You will develop training materials, monitor quality reviews, and partner with supervisors to identify improvement opportunities, ensuring accurate, customer-focused service and effective escalation handling.

Responsabilidades

• Ensure an exceptional customer experience for all processes performed in Customer Service based on performing training, validation of performance against metrics/expectations and providing feedback and coaching to CS department/individuals.
• Ensure compliance with all business, CS Standard Operating Procedures (SOP's) and quality expectations.
• Ensure all processes and services provided by Customer Service are accurate, consistent and customer focused.
• Support and promote customer satisfaction and continuous improvement.
• Provide comprehensive data to identify trends, issues, process improvements, system enhancements and to ensure effective training, coaching and feedback.
• Support Quality & Training efforts in CS.
• Participate as part of Leadership team, including assist and support CS strategic plans and business projects.

Descripción del empleo

About CooperVision

At CooperVision, a business unit of CooperCompanies (Nasdaq: COO), we're driven by a unified purpose of helping people experience life's beautiful moments. We are connected through our shared values - dedicated, innovative, friendly, partners, and do the right thing. As a leading global manufacturer of contact lenses, we are committed to helping improve the way people see each day. Through our diverse lens portfolio, we tackle the toughest vision challenges - including astigmatism, presbyopia, and childhood myopia. We offer the most complete collection of spherical, toric, and multifocal products available, enabling us to fit 99% of all contact wearers. Learn more at www.coopervision.com .=

Work Authorization

This role is not eligible for employer-sponsored work authorization now or in the future. Applicants must be authorized to work in the United States on a permanent and ongoing basis without the need for future sponsorship (i.e., H1B, STEM OPT extensions, TN, etc.)

Key Responsibilities

• Ensure an exceptional customer experience for all processes performed in Customer Service based on performing training, validation of performance against metrics/expectations and providing feedback and coaching to CS department/individuals.
• Ensure compliance with all business, CS Standard Operating Procedures (SOP's) and quality expectations.
• Ensure all processes and services provided by Customer Service are accurate, consistent and customer focused.
• Support and promote customer satisfaction and continuous improvement.
• Provide comprehensive data to identify trends, issues, process improvements, system enhancements and to ensure effective training, coaching and feedback.
• Support Quality & Training efforts in CS.
• Participate as part of Leadership team, including assist and support CS strategic plans and business projects.

Quality & Training

• Develop, implement, and deliver training and quality within CS as needed for various channels, processes, and business needs.
• Stays abreast of changes in the organization, new requirements, products, and processes and develops updated training, documents, and Quality Reviews, as necessary.
• Accurately assesses strengths and opportunities of employees based on training and quality reviews.
• Recognizes and recommends updates to quality reviews, training, processes, SOP's, system enhancements, messaging, communication etc. based on trends/themes, issues, results, customer comments/feedback and/or business needs.
• Assists in communication to CS regarding policy and procedures, including verbiage, messaging, and positioning.
• Attends monthly team meetings for all areas of Customer Service as well as Leadership Team.
• Participates in Customer Service projects from both a training and quality perspective.
• Acts as back up supervisor for new hires and other employees in training.
• Handles escalated customer and patient issues.
• Acts as SME for training and quality.
• Serves as product and process expert and resource to CS teams.
• Partners with Supervisors to identify training and quality needs and develop department and individual action plans.
• Identifies and shares best practices among staff and incorporates into training material and quality feedback and coaching.
• Effectively handles group and one on one interactions. Keeping participants focused on topic and accountable. c.
• Acts as a role model; leading by example, setting the standard for employees to follow, projecting professionalism, demonstrating a positive attitude, and creating a professional atmosphere.
• Other duties as assigned.

Quality

• Develop, implement, and perform Quality Reviews.
• Validates customer experience at department and individual level, including knowledge and adherence to policy and procedure, soft and technical skills, and accuracy.
• Follows and adherences to sampling and quality expectations to ensure consistency and equity in evaluation. Re assesses sample size/composition for validity, confidence levels, intervals, and rep and department performance or needs.
• Composes detailed notes and documents to facilitate effective training, feedback, and coaching sessions; including to be used by Supervisors and Team Leads as well as by CSS for reference.
• Provides constructive and effective feedback and coaching, to drive quality and rep success.
• Assists in development and analysis of post chat and call customer surveys to evaluate customer experience (satisfaction) as well as individual rep performance.
• Provide comprehensive results; including comments to assist in individual coaching, feedback, and training.
• Identify, convey, and recommend based on issues.
• Recognize and recommend updates to Quality Reviews, processes, messaging, communication etc. based on trends, issues, results, customer comments/feedback and/or business needs.
• Assists in compiling, tracking and communication of CS metrics in various formats.
• Serves as CS approver for all CS Service Non-Conformances. Correlate Service Non-Conformance (SNC) volumes/trends to call monitoring.
• Assists with recall activities,