Trainer & Quality Controller • Contact Center

Position Summary

Johnny's is seeking to hire an organized and experienced Trainer and Quality Controller to join our Contact Center team. The Trainer and Quality Controller is responsible for evaluating our needs and current practices, and for creating, delivering, and maintaining a training development plan complete with online modules and SOP instruction guides. To ensure Contact Center agents are interacting with customers in accordance with Johnny's set guidelines, the role quality monitors and assesses customer conversations across all Contact Center channels, including inbound and outbound phone calls, emails, and live chat, supporting the goal to improve customer interactions and ensuring agents are adequately experienced to handle a variety of customer contacts. The Trainer and Quality Controller provides feedback to the leadership team as well as to individual staff members. This is a full-time, year-round position based in the Contact Center at our Fairfield facility, reporting to the Contact Center Supervisor.

Responsibilities

  • Develop a process to assess training needs.
  • Schedule, communicate, and instruct employee training and ongoing training needs.
  • Create training strategies, initiatives, and materials such as online resources and training documents.
  • Contact and utilize others within the company for resources for instructional training.
  • Test and review created materials.
  • Maintain a database of all up-to-date training materials.
  • Monitor and assess all agents' performance against a set of criteria.
  • Provide QM feedback to Sales and Customer Support agents, offering constructive feedback on areas for improvement as well as those that are well executed.
  • Develop metrics for quality scoring to track individual and team performance.
  • Prepare reports for management on Contact Center improvements and areas for further improvement.
  • Ongoing implementation of agent training and coaching initiatives.

Education

  • Bachelor's degree from an accredited college/university or equivalent work experience.

Qualifications & Skills

  • Proficient computer skills, including Microsoft Office Suite applications (Word, PowerPoint, Outlook, Excel).
  • Experience with technologies and best practices for instructional manuals and teaching platforms.
  • Adherence to company philosophy, mission statement, and sales goals.
  • Excellent interpersonal skills and communication, both written and verbal.
  • Ability to identify individual and team skill gaps.
  • Well organized, able to multitask, prioritize, and manage time efficiently.
  • Leadership and team-building skills a plus.
  • Ability to encourage team and staff; ability to mentor.
  • Ability to analyze details and strategize for better solutions.
  • Availability to work extended hours and varied days during peak times in the season.
  • Ability to bring a positive attitude to the job and enjoy working with a diverse group of people.
  • Work experience as a Customer Service/Sales trainer or mentor or similar role.

Physical Requirements

  • Must be able to move, manipulate, and operate computer equipment.
  • Capable of sitting for prolonged periods of time.
  • Ability to bend, pull and lift up to 15 pounds occasionally.

Benefits

  • Health Insurance (HNO, PPO, HSA)
  • Dental Insurance
  • Vision Insurance
  • Flexible Spending Account (Medical & Dependent Care)
  • Employee Stock Ownership Plan & Profit Sharing
  • 401(k)
  • Employee Discount
  • Maternity/Paternity/Adoption & Foster Care Leave
  • Company Paid Life Insurance
  • Voluntary Life Insurance
  • Voluntary Pet Insurance
  • Company Paid Short- & Long-Term Disability Insurance
  • Paid Time Off
  • Educational Assistance

Johnny's Selected Seeds provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

09/15/2022

Apply Now

ABOUT JOHNNY'S VIDEO
About Johnny's Selected Seeds Video
OUR MISSION
Our mission is helping families, friends, and communities to feed one another by providing superior seeds, tools, information, and service.

Apply Online

Note: Accepting applications only for positions posted.