Job Description
Quality Assurance and Training Specialist
Remote, US
About Extend:
Extend is modernizing the $100 billion-per-year extended warranty and protection plan industry using cutting-edge technology, and top-notch customer service. After a $260M Series C financing round, we are ready to continue to scale our organization and grow beyond our $1.6B valuation.
Our API-first solution allows any merchant to offer extended warranties and protection plans, both online and offline, while also providing a merchant’s end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters.
We are a venture-backed startup based in downtown San Francisco that is led by founders who have previously had multiple successful exits. Extend is simplifying the technology stack for the extended warranty industry.
About the Role:
Extend is looking for a Quality and Training Specialist to help train and support our claims adjudicators to run efficiently and effectively. We are looking for someone to build our quality and training department with customer experience as the core focus. This person will be responsible for quality evaluations, training curriculum, training and monitoring CSAT results building solutions for trending behaviors impacting customer experience. Additionally, this person be responsible and involved with the rollout of new technology for training curriculum tools and speech analytics quality automation.
What You’ll Do:
- Monitor, evaluate and score inbound calls and emails against established quality assurance instruments and standards
- Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
- Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
- Supports and communicates business goals, quality standards, processes and procedures and policies
- Ensures the agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
- Conduct / Lead quality training sessions
- Monitor calls to provide feedback regarding customer experience, product information given and procedures
- Provides performance expectations, action plans and development plans to improve call quality
- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined Requirements
- Build Training curriculum and job aids
- Create training schedules for all company departments, track and create reports on outcomes of all training and maintain training records for the company.
- Train new hires on company policies and procedures and use the best training methods for a specific purpose or audience.
- Gather and evaluate information from employees and management on previous training to identify weaknesses and areas that need additional training.
- Recruit and train new Trainers, delegate training tasks to the new Trainers and evaluate performance.
- Market company training opportunities to employees and provide information on benefits to encourage participation.
- Inform employees on scheduled training and track their progress.
- Recommend training materials and methods, order and maintain in-house training equipment and facilities and manage the budget set for training.
What We’re Looking For:
- Must possess a minimum of 2 years of experience in the similar field
- Excellent customer service skills
- Must be a self-starter and self-motivator
- Superb listening and analytical abilities
- Intellectual ability and writing competence
- Microsoft Office fluency required
- Must be able to react to changes quickly and shift priorities as needed.
- High level of reliability and encouragement
- Ability to work independently as well as in a group environment
- Professional dignity
- Excellent time management skills, public speaking skills, problem-solving skills and both verbal and written communication skills
- Knowledge about traditional and modern training methods and techniques
- Knowledgeable about learning management systems, instructional design and e-learning platforms
- Ability to handle multiple assignments and assess and analyze data
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Unlimited vacation policy.
- 401(k) with Financial Guidance from Morgan Stanley.
