The Trainer is the go-to expert for all training requirements within ASL Now. Primarily responsible for supporting the expansion of the training and quality assurance program. Ensures high-quality training delivery to the Customer Support Representatives. Performs various tasks including but not limited to training new Representatives, providing refresher training, and maintaining the overall quality of service provided. 

Essential Functions 

• Deliver training materials that effectively support new hires and continuous learning for ASL Representatives. 
• Collaborate with the Training Manager on training needs for business clients. 
• Partner with Team Leads and Supervisors to ensure a successful transition from training to an operational environment. 
• Communicate with ASL customer support representatives (CSRs) regarding new and updated training.
• Ensure CSRs meet the training requirements by monitoring their quality assurance data.
• Ensure the highest level of customer service by performing quality assurance evaluations on live video calls between ASL callers and CSRs. 
• Provide feedback, coach and mentor agents on improving knowledge and/or CSR skills.
• Provide reporting to management on training activities, statistics and quality assurance data.
• Ensure initial and annual security training is carried out for each CSR to stay in compliance with contractual requirements and CSD’s security requirements.
• Work with management to identify additional training needs to ensure we are meeting our service level agreements. 
• Provide escalation support for calls when and/or if needed. 
• Other duties as assigned.

Knowledge, Skills and Abilities 

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Knowledge of adult learning modalities. 
• Knowledge of customer relationship management databases (CRMs) and Microsoft Office (Sharepoint, Outlook, Word, Excel, PowerPoint).
• Excellent communication skills and the ability to present well.
• Excellent knowledge of sales techniques and customer service best practices.
• Ability to learn, document and retain information on new customer relationship management systems provided by clients.
• Observing the daily operations of contact center employees and identifying any areas of improvement.
• Ability to practice a high level of confidentiality.
• Strong organizational skills and employee relations skills.

Qualifications 

• A bachelor’s degree in a related field or 3 to 5 years of customer service experience 
• Training and curriculum application experience. 
• Ability to work flexible hours, including nights and/or weekends. 
• Contact and/or call center background (preferred). 
• Ability to communicate effectively in American Sign Language (required) 

Work Environment / Physical Requirements 

This position is self-directed and requires understanding and compliance with company policies, procedures, and values. The position works in a standard office environment utilizing a computer and standard office equipment. While performing the duties of this job, the employee is regularly required to sit, interact collaboratively with the team and stakeholders, and communicate via phone or videophone. The employee may be required to lift and/or move up to 20 pounds occasionally. The position requires to travel up to 5%.