Quality Coordinator II (Indirect Sales)

JOB SUMMARY

The Quality Coordinator II will provide training development and training delivery to the Strategic Account Managers, Logistics Representatives, Inside Sales, and Corporate Account Executives. Manage the online learning systems to ensure quality of sales calls, accuracy of application of procedures, and provide feedback to associates. They will be responsible for ongoing training and development of the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Develop and maintain training materials, including online courses to improve team performance and ensure quality of sales calls.
2. Identify, develop and assist with the testing and deployment of training needs and materials.
3. Manage online learning systems for all job titles in the channel including the Learning Management System.
4. Listen and evaluate sales calls and sales support workflow to ensure quality and that all have the tools necessary to meet performance and quality goals.
5. Measure the quality of conversations, quality of service, and ensure accountability of all job titles in the channel.
6. Develop strategies to improve performance and incorperate those strategies into the development of training.
7. Deliver training to new hires across the channel and develop training systems.

COMPETENCIES

1. Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
2. Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
3. Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
4. Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message; listening actively to others.
5. Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
6. Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
7. Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.