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Posted December 1st

Training Analyst

Dallas, Texas


Southern Glazer's Wine & Spirits logo

Employer

Southern Glazer's Wine & Spirits

Industry

Distributor

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Posted December 1st

Training Analyst

Dallas, Texas

What You Need To Know

Preferred Credentials:

  • Associates or Bachelor’s degree is preferred.
  • Training and/or coaching experience is preferred.

Travel:

  • As needed for training purposes or emergencies.

 

Overview

Southern Glazer’s Wine & Spirits, the largest, privately held liquor/wine distribution company in the USA, is looking for an ambitious, motivated, professional employee to join our operation’s team. The Quality Assurance/Training Analyst provides new hire training and on-going training for the National Call Center as well as develops new training to meet the ever-changing needs of our growing call center. This person must be self-motivated but also work well in a team environment.  The NCC is open from 8:00 am – 11:30 pm EST.

Primary Responsibilities

  • Deliver training presentations as back-up to Training Supervisor and Manager.
  • Assist in developing new training modules.
  • Provide recommendations for agents when quality or proficiency standards are not met.
  • Work with management team in providing additional coaching and training.
  • Provide feedback to management team regarding site wide trends and develop solutions.
  • Recognize necessary process improvements and make pro-active recommendations to the management team.
  • Keep up to date on all state specific requirements for divisions supported by the National Call Center.
  • Monitor Call Center agents’ in-bound/out-bound calls, emails and perform other job process audits.
  • Ability to handle incoming calls and resolve customer issues.
  • Score and evaluate calls and emails based on agent adherence to quality processes and service standards.
  • Identify knowledge gaps and inaccuracies to ensure exceptional service standards are met.
  • Must be flexible and able to work any hours that the call center is open.  Shifts may change.
  • Perform monthly one-on-ones with staff and provide call-handling training and coaching.
  • Other duties and projects as assigned.

  • Highly organized with attention to detail. 
  • Good judgment and decision making ability.
  • Ability to work within deadlines.
  • At least two years of work experience in a quality assurance role.
  • Good time management skills and the ability to meet deadlines for assigned tasks.

Location
Dallas, Texas