Training and Quality Coordinator

Company Description

Vuori is re-defining what athletic apparel looks like: built to move and sweat in but designed with a casual aesthetic to transition into everyday life. We draw inspiration from an active coastal California lifestyle; an integration of fitness, creative expression and life. Our high energy fast paced office environment is reflected in the clothes we make. We aim to inspire others to take on all aspects of their lives with clarity, enthusiasm and purpose…while having a lot of fun along the way. We are proud to be an outlet for opportunity and for personal growth and success.

Job Description

Responsible for training new Sales and Omni Associates on customer service procedures and evaluating the quality and accuracy of chats, emails, tickets and recorded calls.

Responsibilities include but are not limited to:

• With the guidance from the customer service department leadership, develop a training matrix.
• Create training schedules for the customer service departments, track and create reports on outcomes of all training and maintain training records.
• Train and audit CS Agents and report results back to CS leadership for discussions in 1X1.
• Gather and evaluate information from employees and management on previous training to identify weaknesses and areas that need additional training.
• Recommend training materials and methods to the department leadership team, order and maintain in-house training equipment.
• Create printed and instructional materials to be used in training and develop a method to audit and update materials to insure they meet current industry standards.
• Export and audit random call recordings.
• Audit any inaccurate customer information in the CRM system and tag items for supervisor follow up.
• Conduct internal test calls and provide feedback via written reports.
• Audit and score recorded calls, chats, emails and tickets based on various criteria (e.g., accuracy of information provided to the customer, accuracy of information entered, professionalism, etc.).
• Communicate quality review results to Leadership team in US and Mexico.
• Attend training classes, calibration sessions, and team meetings in order to stay abreast of current procedures and business needs.
• Search for, export, and send call recordings to the Customer Service Supervisor on an ad hoc basis.
• Train CS curriculum for new employees of the organization for orientation and in-job training.
• Inform managers and supervisors of skill levels of individual departing training, so they can evaluate and work with employees with different skill levels.
• Design training programs using techniques such as classroom learning, demonstrations, one-on-one coaching, or online learning.
• Schedule refresher training sessions to minimize disruption to normal workday, to help ensure that employees achieve the levels of skill necessary for their jobs.
• Familiarity with the software commonly used in the industry for computer-based training, videoconferencing, document management etc.
• Deliver Employee Training Programs for new systems.

Qualifications

• Bachelor's degree or, in lieu of degree, 1+ years of work-related experience.
• 1+ year of experience in a call center environment.
• Experience with Kustomer, Shopify, Guru, AirCall and Slack.
• Experience in training call center agents.
• Excellent presentation skills to present training programs and refresher training.
• Knowledge of Vuori Customer Service to communicate the correct information and handle any questions from trainees.
• Demonstrated good interpersonal and observational skills to assess trainees’ understanding and progress and make any necessary adjustments to the program.
• Proficient in Google Mail Microsoft Office (Word, Excel, Outlook).
• Thorough attention to detail.
• Effective verbal and written communication skills.
• Thorough knowledge of correct English usage and demonstrated understanding of appropriate spelling, grammar, and punctuation.
• Effective organizational and time management skills to excel working under pressure and adhering to deadlines.
• High degree of dependability and motivation.
• Capable of working independently as well as in a team environment.
• Demonstrated integrity within a professional environment.
• Experience building training matrix preferred, but not required.

Additional Information

Pay Range: From $22 - $25 hourly

Benefits:

• Health Insurance
• Paid Time Off
• Employee Discount
• 401(k)

All your information will be kept confidential according to EEO guidelines.