Collections Training and Quality Consultant
Volkswagen Group of America, Inc. - Libertyville, IL

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Role Summary / Mission

The primary purpose of this role is to assist the Collections Department in successfully mitigating company losses while maintaining excellent customer service standards. The individual selected will be instrumental in enhancing employee performance by creating and administering effective training programs, implementing performance improvement solutions, and administering quality assurance programs across multiple operational areas within Customer Accounts. This position will also provide project management support for various process improvement initiatives within the department.

Role Responsibilities

Quality Measurement and Calibration - (primary area of responsibility)
  • Acts as the point of contact for all quality expectations
  • Maintains a list of quality guidelines to help ensure consistency amongst Analysts between both sites
  • Schedules, tracks and completes assigned call monitors and queue reviews; provides individual feedback to Analysts and communicates results to leadership and Analysts
  • Conducts departmental quality analysis and reports findings to leadership team
  • Identifies knowledge gaps and recommends departmental training opportunities
Training and Communication - (depending on business need)
  • Researches, creates, and publishes communication for the department, resulting in employees having timely access to critical information and process updates
  • Assists in updating and facilitating new hire training courses in conjunction with the leadership team
  • Collaborates with other sites and work groups to ensure consistency of processes and information
  • Determines training needs by examining performance data and by conducting focus groups, surveys, and other research methods, resulting in a skills matrix and needs analysis for the department
  • Creates training materials and facilitates an environment of continuous learning through the delivery of hard copy sessions and distribution of knowledge-based assessments
  • Monitors and reports on the effectiveness of training at multiple levels (trainee satisfaction, improvement in job performance, etc.) to ensure consistency, validity, and achievement of all objectives
  • Evaluates and enhances existing training curriculum as needed to maximize department performance
Miscellaneous –
  • Acts as project manager for process improvements that result in better efficiency and cost-savings for the department
  • Leads calibration efforts to ensure consistency in procedures across departments and sites
  • Keeps informed and up to date on current training methods and trends to ensure successful learning and knowledge transfer
  • Provides input and conducts audits to ensure the department’s adherence to company guidelines & practices, resulting in risk avoidance/reduction
  • Completes other duties as assigned
Required Qualifications

  • High School diploma or equivalent
  • Experience in a call center or collections environment
  • Proficiency in Microsoft Office, especially Excel
  • Demonstrated experience in training and group presentations
  • Excellent written and verbal communication skills
  • Builds effective relationships and displays strong interpersonal skills
  • Self-motivated and goal oriented; functions well in a team environment
  • Demonstrated ability to achieve results through collaboration, negotiation, and diplomacy
  • Collaboration
  • Customer Focus
  • Process orientation
  • Results driven
  • Team management
Desired Qualifications

  • Bachelor’s Degree in relevant field
  • Workshop/training seminars on education, training, or instructional design.
  • Experience in quality management
  • Experience in the development of curriculum
  • Proven problem resolution skills
  • Demonstrated ability in process improvement and proven analytical competencies
  • Experience in instructional design

About this company
Volkswagen Group of America, Inc. is a wholly-owned subsidiary of Volkswagen AG, the world's fourth largest automaker and the largest...