C3i, Inc. Job Postings

QA Analyst/Trainer (Strategic Accounts)

Job Type:	Full-Time
Location:	Wilkes Barre, PA
Last Updated:	07/25/2008
Post Date:	01/04/2008

Job Description:

Job Summary
The Trainer / Quality Assurance Analyst (Trainer/QA) is ultimately accountable for two areas of process effectiveness: training and quality assurance, for one or more supported clients. Working under the supervision of the Operations Director and utilizing C3i best practices, the Trainer/QA provides course delivery input, skills remediation, and quality control assessment.

Principal Responsibilities: (Essential Function)
1. Constantly assess training needs of the Help Desk Analysts population by 1) Regularly assessing HDAs’ proficiency against required skills by administering the monthly skills assessment; 2) Staying informed on upcoming changes in the client’s system (Change Management Process)
2. Develops training materials for all supported applications and hardware troubleshooting trees. This includes but is not limited to instructional design, training manuals, handouts, and visual aids to support classroom instruction. Updates course curriculum as needed. Schedule training classes in coordination with staffing schedules and with minimal impact on call taking ability
3. Deliver training to current and new hire HDAs on Customer service skills, Client application & process (e.g.: escalation procedures, troubleshooting scripts, etc.), C3i Help Desk processes and technology (e.g. Horizon, etc.)
4. On a monthly basis, develop and administer a comprehensive skills assessment and present results to the Operations Team and make recommendations for remediation as required. Also develop other ad-hoc skills assessment, as required (new application, etc.).
5. In coordination with Operations Team and C3i Director of Quality Assurance, establish and implement quality assurance standards and procedures aligned with client SLA’s. Also develop and implement any client-specific or otherwise targeted QAs, based on client or management input.
6. Monitor and score inbound calls on a daily basis in an effort to track help desk technician’s compliance to Quality Assurance standards utilizing the application (Voice Print) or live service observes. Schedule and maintain all help desk technicians information in the Voiceprint (call capture) system
7. Verify accuracy and completeness of AR logging practices including, but not limited to, categories, resolution, status, documentation and escalations
8. Prepare and deliver quality evaluation reports on a weekly basis. Reports include but are not limited to help desk technician performance reports as well as recommendations for remediation.
9. Deliver (or coordinate the delivery of) training on quality assurance standards and methodologies to help desk staff, based on QAs.
10. Coordinate with TAS in enforcing use of client-specific knowledge with regard to third party applications and procedures to ensure processes on help desk comply with client needs.
11. Identify and report Quality Assurance concerns (trends) to Operations Team. Make specific recommendations as to how to improve processes, based on observations. Participate in the implementation of these recommendations.
12. Develops and updates Help Desk call procedures and protocols in compliance with C3i and ISO guidelines. These include but are not limited to call logging procedures and SOP adherence.
13. Support Corporate New Hire Training initiative by staying up to date on New Hire Training agenda and material. Participate in the delivery of a new Hire Class on a quarterly basis to remain current.

Job Requirements

Skills
· Extensive knowledge and practical understanding of standard software packages including: Windows, Microsoft Excel, Microsoft PowerPoint, Lotus Notes.
· Quantitative and qualitative analysis skills
· Excellent oral and written communication skills
· Excellent presentation skills
· Advanced organization and prioritization skills
· Strong understanding of customer service delivery
· Strong interpersonal skills in providing performance feedback

Education
· Bachelors Degree or equivalent experience in computer technology, education, human resources or related field

Experience
· Minimum 1-2 years of TAS or management experience in a technical customer service environment.
· Previous call center experience preferred utilizing call tracking and observance tools.
· One to two years training related experience.

Working Relationships
§ Reports to Operations Director
§ Matrix Reporting relationship to Director, Quality Assurance and C3i Corporate Trainers
§ Peer relationship with Technical Account Supervisor, Managed Services Team Lead and Hardware Manager
§ Mentoring relationships with Help Desk Analysts

Competencies
§ Adaptability
§ Analysis
§ Customer Service Orientation
§ Developing Others
§ Functional Job Knowledge
§ Initiative
§ Interpersonal Consideration
§ Judgment/Decisiveness
§ Meeting Management
§ Oral Communication
§ Oral Presentation
§ Persuasiveness/Influence
§ Planning and Organizing
§ Quality Orientation
§ Technical/Professional Competence
§ Work Standards
§ Written Communication

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.