Entry-Level Quality Assurance Associate/Trainer (Contact Center)

At EMS, we “Contact Center” differently. We support our customers and clients every step of the way and provide an excellent customer service experience. 

The Position:

Do you have a strong Attention to detail? Are you passionate about teaching others and building a better customer experience? Then we have the position for you!

The Quality Assurance Associate/Trainer will monitor and evaluate recorded and/or live calls and chats between call center employees and customers. Score the calls based on the scorecard and then provide feedback to management to help meet their goals. This will help identify any training needs to consistently meet goals for the department. Will also send the daily reports to management and attend calibration meetings as needed. Will guide training for new and existing employees. Will maintain and facilitate effective product training curriculum to create an environment of effective learning.

Must be available to work on-site M-F 11am-8pm for all scheduled training classes.

Must be available to work M-F 11am-8pm or 10am-7pm schedule when not conducting training.

You will need:

• Excellent listening and analytical skills
• Exceptional communication skills
• Knowledge of computers, Microsoft applications and Internet
• Excellent customer service, interpersonal and problem solving skills
• The ability to read and interpret documents and scripts
• Be able to multi task and work in a fast paced environment
• Must have strong knowledge of client processes
• Must prioritize daily tasks with limited supervision and score acceptably
• Have the ability to work flexible schedules and be able to work under pressure
• Ability to coach and develop others
• Must be available to work on-site M-F 11am-8pm for all scheduled training classes
• Must be available to work M-F 11am-8pm or 10am-7pm schedule when not conducting training

Nice to Have:

• • Two year college degree or the equivalent education and experience
  • One year’s experience in a contact center
  • Prior experience performing QA preferred
  • Prior experience training and developing curriculum preferred

EMS Offers:

• Paid on-the-job training
• Medical, dental, vision, and life insurance benefits
• Casual dress attire
• Individual work spaces
• Complimentary breakfast on Fridays
• Free parking
• North-West Omaha location