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North Bergen Multilingual Learning and QA Specialist
North Bergen, NJ

If you are a master of learning and people development with incredible customer service skills, we are looking for you! We are looking for training professionals who can harness the power of adult learning styles to wow learners with engaging and interactive training in English and Portuguese (English, Portuguese, and Spanish preferred).

Responsibilities

  • Deliver interactive customer service, technical, and product training for Customer Service Representatives (CSRs) Supporting Brazil and Latin American Consumers
  • Deliver existing customer service, technical, and product training
  • Deliver new hire, uptraining and refresher training programs in English and Portuguese (English, Portuguese, and Spanish preferred)
  • Hold calibration sessions with client and leadership team to evaluate program quality and overall service delivery
  • Review recorded customer service calls to evaluate them on soft skills, product/procedural knowledge and KPIs
  • Review documentation within CRM and coach CSRs to drive improvement
  • Partner with the client to maintain high quality of service and provide feedback on content
  • Create reports on training activities
  • Identify and react to trends in activity, with a strategic mindset
  • Provide creative solutions to obstacles

Knowledge, Skills, and Abilities

  • Strong facilitation skills that capture and hold the room through interaction
  • Basic knowledge of adult learning needs and strategies
  • Ability deliver immersive and interactive blended learning solutions
  • Continually maintain working knowledge of all company products, services, and promotions
  • Knowledge of program specific material to train and answer questions regarding products or procedures
  • Experience monitoring calls for customer service quality
  • Ability to provide targeted and actionable feedback
  • Represent and interact with clients in a professional and positive manner
  • Demonstrated ability to multi-task in a fast-paced environment

Requirements

  • Minimum associate degree, bachelors preferred
  • 1+ years in training and development
  • 3+ years in the customer service field
  • Excellent oral and written communication skills in English and Portuguese (English, Portuguese, and Spanish preferred)

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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