Quality Assurance Trainer

Job Description

Job Description

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as our VSN Service QA Trainer!

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location: Gainesville, VA - Hybrid

Summary:

As a VSN Service QA Trainer you will be responsible for training and evaluating the quality of the Service Account Coordinator and Operations teams by ensuring adherence to best practices and fostering continuous skill development. This is accomplished by quality assurance checks and targeted training, directly contributing to enhanced customer satisfaction and timely completion of service work orders. This job will also provide support for supervisor coverage as needed.

Training & Development:

• Collaborate with management to identify training gaps and propose solutions.
• Deliver engaging and effective bi-weekly hands-on training sessions.
• Provide quarterly recurring training on enhancing understanding of MM event history & standard troubleshooting procedures.
• Develop and update training materials, ensuring content is relevant, accurate, and aligned with company objectives
• Provide feedback to Managers and Supervisors that can be used to mentor and coach team members to help achieve performance goals.

Quality Assurance Checks:

• Conduct evaluations of phone conversations, meetings, and email communications with customers, providing constructive feedback to the Supervisor/Manager.
• Identify areas for improvement in delivering best practices, problem-solving effectiveness, and overall customer experience.
• Identify trends in quality assurance findings and collaborate with management to implement corrective actions and process enhancements.

Identify Cross-Functional Efficiencies:

• Work with other leaders to identify improvements to process or policy to better enable customer-facing colleagues to deliver exceptional customer service and efficient resolution to Service work orders.

What You'll Need:

• High School Education or equivalent - required.
• 2 or More Years Experience Providing Training and/or Quality Assurance.
  • Understand training needs and deliver effective training; ability to assess calls and emails for quality and accuracy.
• Multitasking
  • Must be able to evaluate data and analyze trends, provide strong feedback with excellent communication skills.
• Attention to Detail
  • Referencing procedures, Quality assurance checks for phones, cases, troubleshooting, etc., organizational and time management.
• Communication & Interpersonal Skills
  • Provide in depth feedback, motivate, foster positive learning environment.

What You'll Get:

We offer a “Total Rewards”package including:

• Competitive Compensation with Incentive Eligibility.
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Tuition reimbursement
• Employee Assistance Program (EAP)

About Us:

We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.

Our Values:

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

If you share these ideas, we’d love to hear from you!

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.