Remote Quality & Training Lead - Customer Service

CooperVision; United States; Remote; USD 63,000 - 84,000; Full time

Job summary

CooperVision, a CooperCompanies unit, is seeking a Quality & Training Specialist in Victor, NY (Remote). You will lead training and quality initiatives within Customer Service, coaching staff, and driving process improvements to enhance customer experiences.

The role requires familiarity with eye-care products, quality reviews, and data-driven coaching, with opportunities to partner with the Leadership Team on strategic CS projects.

Qualifications

• 2+ years of Specialty EyeCare experience
• 2--5 yrs. of customer service experience
• Experience in a quality and/or training role preferred
• Associates Degree required and/or a combination of education and experience

Responsibilities

• Develop, implement, and deliver training and quality within CS as needed for various channels, processes, and business needs.
• Assess strengths and opportunities of employees based on training and quality reviews.
• Provide feedback and coaching to drive quality and rep success.
• Assist in compiling CS metrics and communication of insights.
• Serve as CS approver for all CS Service Non-Conformances and support recalls as needed.
• Participate in Leadership Team and CS strategic plans and projects.
• Maintain knowledge of policies, SOPs, and system enhancements to train staff effectively.
• Act as SME for training and quality and support new hires during onboarding.

Skills

Quality management

Training development

Customer service leadership

Data analysis

MS Office / productivity tools

Education

Associates Degree

Tools

Dynamics 365

Bravado

RX Connect

Vantage

Zendesk

Job description

CooperVision, a CooperCompanies unit, is seeking a Quality & Training Specialist in Victor, NY (Remote). You will lead training and quality initiatives within Customer Service, coaching staff, and driving process improvements to enhance customer experiences.

The role requires familiarity with eye-care products, quality reviews, and data-driven coaching, with opportunities to partner with the Leadership Team on strategic CS projects.