Collections Training and Quality Consultant Volkswagen Group of America, Inc. -
Libertyville, IL
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
Education:
High School diploma or equivalent
Experience:
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
Competencies:
Collaboration
Customer Focus
Process orientation
Results driven
Team management
Desired Qualifications
Education:
Bachelor’s Degree in relevant field
Workshop/training seminars on education, training, or instructional design.
Experience:
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
Volkswagen Group of America - 30+ days ago
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