Training Assistant

Requirements

Typing Speed 40 wpm+

2+ years of consistent or 4+ years collective Call Center experience

5 years of Customer Service experience.

Previous training experience is a plus





Help prepare and deliver lesson plans related to VA service-connected disability

Assist with the collection of all annual client documentation, entering of information into electronic system to ensure all required deadlines are met

Assist with the coordination of annual meetings (relating to Support Plans and IPP’s), including setting dates of meetings, coordinating with all parties and sending out of all communication documentation.

Listen to recorded calls of Trainees to pick out trends and similarities in call while taking notes to help trainer diagnose trends across the floor.

Role Playing with existing Agents and Trainees.

Administering testing with Trainees.

Delivering small bits of information and reinforcing information the Trainer has given.

Assist Training Coordinator with administrative duties (filing, note writing, skill acquisition monitoring)

Listen to recorded calls focusing on specific aspects of the call or key phrasing. Gathering resources and information to assist with projects in the department such as:

Knowledge Articles

Training Videos

Testing


Email Alerts

Go through existing documents to find documents that need to be updated or created.

Research new information from the VA for the appeals process.