Cross Site Training Quality Lead

At Equitable, our power is in our people.

We're individuals from different cultures and backgrounds. Those differences make us stronger as a team and a force for good in our communities. Here, you'll work with dynamic individuals, build your skills, and unleash new ways of working and thinking. Are you ready to join an organization that will help unlock your potential?

The Training Quality Lead will be a critical part of the Client and Advisor Call Center Area and New Ways Of Working (NWOW) at Equitable, working closely with the Sub-Area Lead. The Quality Lead role will support cross-functional teams of Customer Service Representatives (CSRs) and will be responsible for training performance on core competencies, knowledge of relevant products, and procedures, in order to achieve defined metrics. Metrics typically include Productivity, Quality, and Schedule Adherence. The Quality Lead will also work in partnership with other members of the Contact Center Training team and the Lead Manager of the Training team on system implementations and other training initiatives, as needed.

Responsibilities include but not limited to:

• Create training lessons centered around core competencies, product knowledge, and procedures to achieve defined metrics for Customer Service Representatives
• Utilize training tools and software to aid in the creation of e-learning lessons and curriculum
• Create evaluation criteria and data capture tools to assist with training data analytics and reporting
• Assist with the facilitation of virtual training sessions
• Collaborate with training team members to support the overall success of the Operations team
• Provide Operations project support at the direction of the Sub-Area Lead as needed

The base salary range for this position is $46,000 - $55,000. Actual base salaries vary based on skills, experience, and geographical location. In addition to base pay, Equitable provides compensation to reward performance with base salary increases, spot bonuses, and short-term incentive compensation opportunities. Eligibility for these programs depends on level and functional area of responsibility.

For eligible employees, Equitable provides a full range of benefits. This includes medical, dental, vision, a 401(k) plan, and paid time off. For detailed descriptions of these benefits, please reference the link below.

Equitable Pay and Benefits: Equitable Total Rewards Program
Required Qualifications:

• Associate's degree
• 2 years of experience in a contact center environment

Preferred Qualifications:

• Bachelor's degree
• Teaching certification
• 1 years of training experience
• 2 years of experience supporting the Equitable life or annuity products
• Working knowledge of relevant contact center system and procedures
• In-depth knowledge of products, procedures, and systems for the call center area supported
• Demonstrated achievement through consistently meeting or exceeding performance goals
• Technological proficiency to adapt to and learn new software

Communicating Complex Concepts: Knowledge of effective presentation tools and techniques to ensure clear understanding; ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience.

Customer Support Function: Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution.

Knowledge of Product Line: Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.

Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.

Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Relationship Building: Knowledge of the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others' concerns and contributions.

Results Orientatio