Quality Trainer, Consumer Support

Company Description

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

Job Description

NBC Sports Next is where sports and technology intersect. We’re a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with dozens of sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips, and more.

At NBC Sports Next we’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.  

Come join us as we work together as one team to innovate and deliver what’s Next.  

Qualifications

The Quality Trainer, Consumer Support for our Customer Care Team will provide training to newly hired specialists on all aspects required to be a successful front-line agent. In addition, they will also provide refresher training to the existing staff when applicable. This role will also be responsible for performing quality audits and conduct ongoing evaluations and reviews based on set department QA guidelines. The Quality Trainer will be responsible for reporting weekly and monthly metrics out to the Leadership team and will be expected to communicate with all levels of Leadership on training related trends, results, and recommendations. All New Hire training will be held on-site at our Orlando Campus. Additional training sessions will be conducted in a hybrid model of on-site and virtual led sessions. 

Job Duties 

• Facilitate onsite New Hire training on all aspects of Sports Next’s proprietary E-Commerce platforms. 
• Provide refresher training on identified needs. 
• Collaborate with the leadership team on opportunities and suitable training and QA tactics. 
• Evaluate and execute evaluations that align with QA Guidelines into Salesforce. 
• Maintain detailed training records, track progress, and generate reports on training effectiveness to management.   
• Documenting quality assurance activities and creating audit reports. 
• Report out daily, weekly, and monthly QA metrics.  
• Partner with Leadership on all aspects of the curriculum and it’s delivery.  
• Create training strategies, initiatives, and materials 
• Support the operation by providing level two support in the Microsoft Teams Channels. 
• Other training and quality assurance related duties as needed. 

Basic Requirements 

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)  
• Excellent interpersonal and communication skills 
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