National Service Center Quality Assurance and Training Specialist

 At the direction and oversight of the National Service Center Quality Assurance and Training Manager, the Training Specialist conducts training programs that are aligned with hospital procedures, call handling protocols, and hospitality objectives.  As assigned by the NSCQA & Training Manager, the Training Specialist completes quality assurance evaluations utilizing the QA scorecard that measures client service and performance consistently and objectively. 

Responsibilities: 

• Participates in training NSC new hires and agents
• Demonstrates excellent agent performance throughout the training process
• Evaluates call recordings and online client communications
• Assists the QA Training Manager to ensure the Agent Help Center information is accurate and up to date
• Assists NSC QA & Training Manager with performance improvement initiatives as requested by the NSC Managers
• Conducts training that fosters consistent, quality client experiences
• Communicates needs for new or updated training materials to the NSC QA Training Manager

Education, License and Job Requirements: 

• High School Diploma or equivalent, Associates or Bachelor’s degree preferred
• 5+ years in a customer service role
• Flexible hours, potentially including nights and weekends may be required. 

Skills and Experience:  

• Proficiency with MS Office applications
• Working knowledge of Ethos hospitals, policies, and services
• Must possess experience delivering training
• Excellent communication and listening skills
• Excellent customer service skills
• Possesses coaching and mentoring abilities
• Must be highly motivated and results driven
• Thrives as a team player in a fast-paced, high energy, change-oriented environment
• Must possess strong problem solving skills
• Must be detail-oriented

Must possess the ability to handle multiple and changing priorities

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.