Quest Diagnostics
Spec Training - Customer Svcs - Lees Summit, MO req22670
At a glance
Location: US-MO-Lee's Summit Map
Posted: 07/10/2019
Closing: 08/09/2019
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Quest Diagnostics
Job description

Schedule: Day shift, Occasional overtime and Saturdays during busy season 

Basic
Purpose:


•        
Actively
supports training initiatives to drive operational efficiency and enhance
workplace performance. Responsible for designing and delivering learning
programs, identifying learning gaps, and implementing and evaluating solutions.


•        
Maintain
and execute an instructional system to develop learning solutions using various
delivery formats including e-learning, instructor-led, and blended learning
strategies. Responsible for developing and implementing standard operating
procedures (SOP’s) as needed.


•        
Support
department quality and training initiatives to ensure the highest level of team
performance and delivery of exceptional customer service to clients


•        
Develops
and distributes employee communications that support departmental training
objectives and SLA’s


•        
Knowledge,  proficiency
in application and delivery of content of standard operating procedures for
products, services and platforms with ability to coach  CSR I, II, III


•        
Works closely with department leadership and 3rd party
contractor

 

Duties
and Responsibilities:


•        
Maintain and update SOP’s, procedural
information and department changes; communicate following department guidelines


•        
Leadership role to support and assist team
members to ensure the highest level of team performance to meet or exceed goals
and objectives


•        
Lead by example to promote teamwork and effective
working relationships using excellent communication skills with other employees
and functional groups to ensure department executes duties at the highest level


•        
Provide floor support or supervisor coverage
and assistance when needed


•        
Responsible for tracking attrition rate of new
hires first 90 days 


•        
Contribute to team member retention by
utilizing effective leadership practices, skills and techniques; this includes assessments
that identifies gaps in knowledge and skill, providing positive feedback, constructive
criticism, and placing emphasis on team member development 


•        
Supervisory responsibilities for all new hires
until they graduate to the general population and receive team assignment


•        
Manage new hire onboarding activities in
preparation of their first 90 days


•        
Take a lead role in managing recruitment
activities


•        
Takes active role, or take lead role as
requested, on special project teams


•        
Work with leadership to define and execute
strategies to improve customer experience and exceed service goals


•        
Assist in coordination of preparation,
execution and testing of new employees and continuous training


•        
Develop, maintain and report defined
continuous training schedule and proficiency testing taking advantage of
seasonality of the business


•        
Support other training initiatives, as needed,
for specific programs and clients


•        
Identify general scripting needs to ensure
consistent messaging is delivered across modes of communication


•        
Ability to create reports including excel
spreadsheets, graphs and power point presentations


•        
Engage appropriate personnel to identify
continuous improvement in processes and workflows; knowledge of CRM workflows
and functionality to support processes


•        
Collaborate with supervisors and manager to
proactively address personnel issues; following company and department policies


•        
Assist supervisors in assessing the
developmental needs of team members


•        
Support the quality program providing
effective coaching and feedback to appropriate personnel on opportunities for
improvement with quality audits and service observed calls


•        
Strong applicable knowledge of H&W
products, services and platforms to identify, create, maintain  new and existing procedures and processes to
support a strong training program and a knowledgebase for client service
representatives

Spec Training - Customer Svcs - Lees Summit, MO req22670