Quality Trainer - Help Desk

Essential Duties and Responsibilities:
- Work with Team Lead and/or Manager to develop test plans.
- Write and implement manual and automated QA test plans using technical requirements or design specifications and produce automated test cases.
- Conduct detailed analysis of test results found through both manual and automated testing.
- Investigate and propose methods and standards for continuous process improvement.

Job-Specific Essential Duties and Responsibilities:

- Work with Team Leads and/or Manager to develop test plans.

- Write and implement manual and automated QA test plans using technical requirements and design specifications.

- Create and maintain automated test cases where applicable.

- Execute and document testing activities.

- Conduct detailed analysis of testing results from both manual and automated testing efforts.

- Investigate and propose methods, standards, and best practices for continuous process improvement.

Training and Quality Responsibilities:

- Develop and deliver training materials for new hires and existing staff.

- Conduct new hire, ongoing, and remedial training sessions as needed.

- Assess the effectiveness of training programs and identify opportunities for improvement.

- Administer training assessments, course examinations, and material reviews for new hires.

- Create, update, and maintain knowledge base articles (KBAs), SOPs, job aids, and training materials.

- Develop, maintain, and oversee execution of program SOPs, quality policies, and operational procedures.

- Develop and maintain quality assurance plans, scorecards, audit forms, and quality monitoring processes.

- Create and modify quality audit forms within telephony platforms and other systems as applicable.

- Conduct quality audits of calls, chats, demonstrations, and other program activities as applicable.

- Assist with audit completion and operational support activities as needed.

- Generate quality reports and metrics for monthly operational and fiscal reporting.

- Evaluate performance metrics and quality trends to support continuous improvement efforts.

- Create and distribute quality, process change, and program communications.

- Serve as the Data and Service Quality subject matter expert for quality-related inquiries and client presentations.

- Assist with the development and maintenance of quality plans for contact center operations, including service quality standards, data quality standards, quality scoring, monitoring, coaching, performance metric assessment, and continuous improvement initiatives.

- Investigate, recommend, and support methods and standards for continuous process improvement.

- Create/modify quality audit forms in the telephony platform, forms or other systems as applicable for the program to comply with QA requirements.

- Assist with completing audits or assist with calls/chats/demos as applicable

Testing & Validation Responsibilities:

- Validate changes made to business applications, telephon...