Training & Quality Specialist Resume Sample
Rozella Hagenes
1315 Olson Fork,
San Francisco,
CA
+1 (555) 544 3312
Work Experience
Training & Quality Specialist
04/2016
-
PRESENT
Detroit, MI
- Design and maintain business unit training manuals and curriculum for employees based
- Reviews the list and background of the newly-hired PSR submitted by HR for training, to gauge their entry level capability
- Conducts learning needs assessment based on their classroom behavior and performance on trainees’ assessment and post-course exams to identify the learning needs of the new entrants
- Conducts daily monitoring and scoring of customer calls/email/chat received by agents and trainees by listening to agent calls and entering call specific data into QA application to assure that proper procedures and protocols are followed while providing each agent with constructive feedback, both positive and negative, for each call handled to ensure conformance to quality standards
- Oversee quality of interaction between customers and technicians and assist in reviewing, identifying and planning training needs with appropriate scoring as per internal standard
- Pinpoint training needs and create training materials as needed; inclusive of research into new training, educational, and multimedia technologies
- Assist in analyzing call performance trends, maintain daily, weekly and monthly reports and ensure quality assurance standards are being met
- Offer best practice solutions to current processes and procedures to improve overall service delivery
Quality Assurance & Training Specialist
10/2009
-
03/2016
Los Angeles, CA
- Work closely with the technicians and management to hold regular and ad-hoc coaching sessions
- Be an advocate for a positive customer experience in all decision making
- Identify issues and areas of improvement from evaluations and observations
- Create and maintain process documents and communications utilized by service desk technicians
- Collaborate with stakeholders to identify and implement increased productivity and an improved customer experience
- Move up to 15 pounds regularly and 15-20 lbs frequently, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Exerting up to 50 lbs of force to move objects is required occasionally
- Use legs and/or hands and arms to ascend or descend ladders, stairs, scaffolding, ramps, poles, etc., in a manner that exceeds what is required for ordinary locomotion
Quality Assurance / Training Specialist
05/2005
-
04/2009
San Francisco, CA
- Maintain his/her balance when walking, standing, or crouching on narrow, slippery, or erratically moving surfaces; balance exceeds that needed for ordinary locomotion
- Bend legs and spine downward and forward to crouch or squat, and bend legs at the knee to come to rest on a surface with one or both knees, including crawling on hands and knees or hands and feet
- Push objects forward, downward, or outward with sustained force using the upper extremities to press with steady force, and drag, draw, haul, or tug objects with sustained motion using the upper extremities to exert force
- Extend his/her hands and arms in any direction to reach objects, and move objects from a lower to a higher position, or move objects horizontally from one position to another, by lifting or carrying objects either in his/her hands or arms or by strapping equipment to the body; requires substantial use of upper extremities and back muscles
- Use touch of skin to perceive attributes of objects, such as size, shape, temperature, or texture; particularly fingertips
- Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment
- Operate a motor vehicle and use electrically and manually powered hand tools for securing objects to surfaces
- Works with corporate, business unit, and project personnel to develop, implement, and maintain ISO:9001 & AS9100 Certification
Education
Naropa University
2000 - 2005
Bachelor's Degree in Performance
Professional Skills
- Develops curriculum and deliver classroom training on all aspects of processes, including soft skills and technical skills
- Excellent interpersonal, verbal and written communication skills using proper grammar and accurate spelling
- Strong presentation skills including speaking in front of large groups
- Effective communicator as demonstrated through professional written and verbal skills
- Prior training and/or coaching experience
- Proven experience in the delivery of formal training
- Flexibility, demonstrated ability to change priorities quickly, and capacity to handle multiple tasks
How to write Training & Quality Specialist Resume
Training & Quality Specialist role is responsible for training, customer, analysis, research, payroll, design, travel, multimedia, software, organizational.
To write great resume for training & quality specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Training & Quality Specialist Resume
The section contact information is important in your training & quality specialist resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Training & Quality Specialist Resume
The section work experience is an essential part of your training & quality specialist resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous training & quality specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular training & quality specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Training & Quality Specialist resume experience can include:
- Performs Document Control activities and provides guidance on document and data control activities to ensure standard numbering, formatting, and publishing of Quality Management System (QMS) Documentation
- Editing/Writing Skills - Demonstrated writing and editing skills
- Develop “soft skills” training useful in a call center environment
- Five (5) years of work experience in training and consulting in combination with data analytics and statistics
- Conducts needs/skill gap analysis to identify specific training and development needs/requirements
- Experience using Zendesk, JDA, JDE, inContact, Verint
Education on a Training & Quality Specialist Resume
Make sure to make education a priority on your training & quality specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your training & quality specialist experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Training & Quality Specialist Resume
When listing skills on your training & quality specialist resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical training & quality specialist skills:
- Possess excellent written and verbal communication skills appropriate to the needs of the audience
- Effectively utilize technology/tools to deliver training in multiple formats (i.e. in-person, virtual, process documentation, help guides)
- Demonstrate an in-depth understanding of good study, system and product design in a clinical trial
- Demonstrated ability to provide excellent Customer Service and working knowledge of Orvis products
- Research Skills - Ability to thoroughly research topic areas needed for projects and integrate knowledge into training, QA, and Knowledge Management processes
- Analytical Skills - Ability to collect and analyze quantitative and qualitative data to identify trends to drive quality assurance initiatives
List of Typical Experience For a Training & Quality Specialist Resume
1
Experience For Quality Assurance & Training Specialist Resume
- Create, edit and maintain curriculum for training/learning sessions
- Convert technical data into user-friendly instructional and communication material using MS Word, PowerPoint, SharePoint and Envision eLearning
- Provides on-site support and training, and conducts inspections and audits at project sites as required in the execution of the Quality Program
- In a Customer Service call center environment with involvement in QA and training
- Keep employee’s supervisor informed of individual training needs and improvements required in performance
- Organize and storyboard text and multi-media assets online training courses for internal stakeholder review
2
Experience For Training Quality Specialist Resume
- In country subject matter expert for learning content, keeps abreast of regional product changes and language
- Contribute to the ‘Community of Practice’–Global Learning & Quality Specialist to ensure global parity on LDQ Standards
- Support technological elements of training as necessary
- Perform quality monitoring and provide feedback to staff
- Compiles, analyzes, and develops business unit and project performance results to ensure established quality standards are maintained
- Works directly with business unit functions and project personnel to ensure inspections, process control analysis, and audits are conducted on a continuing basis as specified to meet contract, business and/or regulatory requirements
- Tracks the effectiveness of project and program customer satisfaction, compiles results and reports overall customer satisfaction results
- Supports new project start-up activities, to include development of Quality Program documentation and coordination of supporting business system set-ups
3
Experience For Accs Program Training & Quality Specialist Resume
- Works with third-party vendor, business unit, and project personnel to identify, collect, and facilitate the Corporate Voice of the Customer Satisfaction Survey program
- Works with functional departments such as Operations, Human Resources, and Contracts to enhance performance as it relates to quality, systems, and processes
- 10-20 % CONUS & OCONUS travel
- Detail-oriented, PC proficient, flexible, committed to quality
- Implement new process and procedures
4
Experience For Quality Assurance / Training Specialist Resume
- Supports team members to meet all goals and objectives efficiently, effectively and within the specified time frame – directly communicates with appropriate departments to ensure a constructive two-way flow of information and to eliminate surprises
- Act as the key L&D point of contact for Canada, liaising with the SBG Care L&D team; and Partner facilitation teams
- Gather Information and Resources to inform intake and curriculum development
- Training delivery – Collaboration with the Sr. Learning Specialist to analyze the data and drive continuous classroom / facilitator performance improvements and audit programs
- Ensure facilitator readiness through feedback, coaching and certification
- Design and deliver training for both new and existing staff. This includes all current and future roles at the PSC, including Registration, Referrals, Physician Referral Service, and Patient Gateway
- Develop features/functionality of a Microsoft SharePoint knowledge management tool
5
Experience For Training & Quality Assurance Specialist Resume
- Maintain information in a Microsoft SharePoint knowledge management tool
- Utilize a variety of reports to perform QA on all functions within the PSC, providing supervisors with the data needed to have constructive feedback sessions with their staff
- Utilize quality assurance activities to identify opportunities for additional training and/or enhancements to curriculum
- Knowledge of the Management Internal Control Tool (MICT)
- Develops and delivers training for Customer Care team members. This includes both new hire and on-going technical and soft skill training (i.e. product training, new release training, customer service and empathy training, etc.)
- Performs monthly quality audits by screening calls and reviewing tickets to ensure call processes are followed and customer service expectations are achieved. Creates score card for each quality review and communicates results to Leaders for follow-up with associates
- Wearing respiration equipment or personal protective equipment (PPE)
- Knowledge of training quality standards, including delivering training to instructors in a train the trainer setting
6
Experience For Servicing Training & Quality Assurance Specialist Resume
- Organizes and prepare all necessary training materials. Plan and coordinate training sessions in local call center sites
- Achieve following KPM’s
- Monitors quality metrics (i.e. ticket-to-call ratio, calls per day, etc.) and communicates trends to Leaders for follow-up with associates
- Monitor calls (using a set template) in Customer Care Center to identify additional training needs, maintain quality assurance, and guarantee overall customer satisfaction
- Provide feedback to Representatives, Team Coaches, and Supervisors to discuss training needs at both the individual associate level and departmental level
7
Experience For E-comm Training & Quality Specialist Resume
- Identify and train potential candidates for career growth within the Customer Care Center
- Maintain working knowledge of all Customer Care areas: Sales, Service, Drop Ship, Outbound, E-Commerce, Outdoor Product Support and other areas including Warehouse and Adjustment Control Processes
- Take overflow queue calls to support Customer Care Telephone Center
- Responsible for course development and maintenance, the availability of appropriate materials and equipment
- Supervises, coaches, and evaluates new hires while in training and counsels when necessary to address areas of improvement. Develops, implements and monitors class and individual agent level performance scorecards
- Experience in a training environment
- Conduct needs assessment and analyzes findings in order to identify training and employee development needs, with moderate supervision and on an ongoing basis
8
Experience For Training Quality Assurance Specialist Resume
- Creates reports including management summaries and status reports on training issues and initiatives
- Recommends remedial/corrective action to agent thru the TL based on QA findings by conducting one-on-one coaching/counseling with PSRs to help them address their areas of weaknesses
- Monitors and follow-ups performance improvement of concerned PSR within a month and if it still fails QA standards on procedure adherence, customer service and communication and technical skills, recommends for retraining
- Understand and translate technical information into non-technical terms and general end user documentation
- Sits and stands for prolonged periods of time
9
Experience For Health & Welfare Quality Assurance & Training Specialist Resume
- Work in warehouse environment for research purposes
- Work weekend and night classes as needed
- Be an active participant in cross-operational teams and focus groups
- Understand and strive for seamless customer service of multi- product support
- Fluent in all communication mediums in Swedish and English
- Frequent use and general knowledge of industry practices, techniques, and standards is required
- General application of concepts and principles is required
10
Experience For German Training & Quality Assurance Specialist Resume
- Design competency tests
- 118 of 122
- Trains employees regarding customer service policies and procedures, basic job skills and client-contract specific requirements, and customer service systems. Conduct various training sessions to meet facility needs (e.g. on-the-job, customer service, systems enhancements, refresher, technical, retention programs, policy and procedures changes, etc.)
- Organizational Ability/Attention to Detail - Ability to work independently on assigned tasks, including planning, organizing, problem solving and meeting established deadlines. Ability to work well with several individuals/teams/projects simultaneously. Ability to prioritize work under time pressure. Follow-through and exceptional attention to detail on all project tasks is essential
- Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, and to determine the accuracy, neatness, and/or thoroughness of work assigned (i.e., general labor), or make general observations of facilities or structures
List of Typical Skills For a Training & Quality Specialist Resume
1
Skills For Quality Assurance & Training Specialist Resume
- Support training as needed for our Partner sites, including delivery of TTT sessions and upskilling programs
- Equivalent experience in training/quality assurance roles with increasing level of responsibility
- Possess the ability to priorities, organize and delegate (as appropriate) a constantly changing and demanding workload
- Seek to develop excellent relationships across departments to seek out emerging products and best practices
- Develop, implement and modify training curriculum to ensure effective program delivery to our Service Center
- Three to five year’s related training experience
- Process driven, with ability to manage multiple priorities within a fast paced and rapidly changing environment
2
Skills For Training Quality Specialist Resume
- Strong collaboration and consensus building, track record as a great team player and ability to lead thru influence
- Experience working with large/complex systems or applications, either as a user, super user or trainer
- Experience working in a customer focused role, typically gained over two years
- Proven track record in building relationships with multiple stakeholder groups
- Report results on the effectiveness of the program
- Understand and demonstrate the importance Customer Satisfaction and the departmental KPI’s
- Demonstrated knowledge and application of adult learning principles
- Balance multiple priorities in a rapidly changing environment independently of supervision
3
Skills For Accs Program Training & Quality Specialist Resume
- Proactively and independently research issues, gather evidence, and successfully work with various groups throughout organization
- Experience with the AF financial management quality assurance program and its processes
- Monitoring Quantity (Goal of 5 CPH monitored)
- Monitoring Quality (Goal of 80 out of 100)
- Monitoring 100% of Customer Care Representatives
- Training qualification would be desirable
- Knowledge of training quality standards, including delivering training to instructors in a train-the-trainer setting
- Remain current with new teaching and training techniques, as well as evaluating existing techniques
- Identifies training opportunities by reviewing and evaluating trends and performance gaps. Creates and conducts new training to address gaps as needed
4
Skills For Quality Assurance / Training Specialist Resume
- Ensure courses are current making amendments where appropriate improving the content and methods at all times
- Tests functionality of multimedia projects including videos, demos, and sandboxes (simulated system environments for learning)
- Continually focuses on developing tools and processes to enhance quality control testing process and/or decrease review time
- Deliver training to audiences of varying knowledge and levels across departments
- Develops on-line, instructor-led, and self-study training programs geared to ensure knowledge transfer, including
- Respond to routine multi-tasking as well as complex, unplanned issues while adhering to aggressive deadlines for multiple initiatives
5
Skills For Training & Quality Assurance Specialist Resume
- Foster an environment where it’s exciting and fun to be constantly learning
- Ensures existing training curriculum is maintained and updated as needed
- Contribute to the design of new and ongoing training programs and conduct classes
- Develops training materials and company presentations to be uploaded to the FTP site for employee references
- Update where necessary, and disseminate training documentation and new starter induction programs
- Ensure expertise and knowledge of the TRS group is communicated into product development and into training design
- Coordinate training classes at service centers
6
Skills For Servicing Training & Quality Assurance Specialist Resume
- Identify vendor knowledge gaps and/or training needs
- Contribute to the development and maintenance of customer service processes, reports, and training materials
- Manual Dexterity required for entry of data using a computer
- Occasional lifting of up to 30 pounds
- Travel for training classes
7
Skills For E-comm Training & Quality Specialist Resume
- Be aware of the implications and advantages in delivering expert, knowledgeable and precise customer service
- Prepares weekly and monthly Production Report and Common Observations report to assist in the feedback and formal education process of individuals on the phone
- Maintain Classroom Observation average of 80 or higher
- Educated to Graduate level (or equivalent) is desirable although not essential
- ITIL desired but not essential
- Designs modules and develops session plans based on reference materials given by LinkSys on product guides, presentation materials and handouts to customize it to their agents’ needs
- Constructs and develops Product Support Procedures or spiels and Standard Operating Procedures based on documents from Quality Assurance to be implemented on the floor for employees’ adherence and proper guidance
8
Skills For Training Quality Assurance Specialist Resume
- Designs or redesigns training modules and updates materials, manuals and visual aids based on TNA and QA’s recommendations to ensure continued relevance of the programs
- Interpersonal/Communication Skills - Strong interpersonal and communication skills in order to relate appropriately and effectively to a diverse audience. Ability to provide effective feedback that has an impact on the performance of staff
- Perform quality evaluations at established threshold and uphold agent scoring criteria to deliver a consistent customer experience
- Communicate and report new hire performance to the Service Desk Managers, supporting a smooth transition for all new hires
- Organizational Knowledge – Ability to assess and respond to diverse subcultures within PHS
- Deliver a positive, memorable and meaningful service which meets or exceeds the expectations of both the internal and external customer
- Serve as one of the primary internal trainers for all product and service support methods
9
Skills For Health & Welfare Quality Assurance & Training Specialist Resume
- Under mentorship aid in developing a framework of training and information resources enabling the implementation of the department's support strategy across multiple products and geographic locations
- Serve as a primary gatekeeper for knowledge base applications
- Be aware of different product strategy and future product changes, alongside the TRS training and development team assess and schedule training needs for staff readiness to meet business goals as identified by TRS managers
- Alongside the Training and Development specialists and Manager, introduce new concepts and knowledge to the TRS group
- Review and interpret Quality reports – take action on anomalies and/or issues
- Monitor vendor performance and take action to correct any identified issues
10
Skills For German Training & Quality Assurance Specialist Resume
- Communicate customer service issues and trends to the appropriate resources
- Participate in the issues management process
- Assist in the launch of new programs and campaigns
- Reviews learning materials/courses including eLearning (WBT) and assessments using established processes and checklists to ensure standardization in style, layout, design, and functionality
- Speaks clearly, listens effectively to communicate with customer and associates in a positive manner
- Proficiency in Microsoft Office products, such as Word, Excel, Outlook
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