MetaBank Training and Quality Coach in Sioux Falls, South Dakota
Develop and conduct training programs to facilitate employee development; coordinate organization operational training customer service programs with training consultants/processor partners; adapt and/or develop training materials for presentation; prepare and schedules room for training programs; prepare training materials; maintain training reference library.
Essential Job Functions:
- Develop and conduct training programs to facilitate employee development; determine training needs; determine most effective instructional method; elect or develop teaching aids; conduct training session.
- Ensure the quality of monitoring for all internal customer service and operational functions.
- Facilitate organization training programs with internal and/or external partners.
- Maintain records on training program attendance, programs offered and utilization levels; maintain records on training evaluation measures.
- Collaborate with the Call Center Quality Analysts to conduct call calibration sessions.
- Complete monthly quality sampling of the Customer Service Analyst and Client Support Representatives for MetaBank.
- Monthly call calibrations with the 4 Meta managed and NetSpend call centers.
- Quality monitor 5 Star and UGS call centers.
- Craft the material and train the phone and non-phone Customer Service functions.
- Create the training material for the Meta Managed call centers. (i.e. Refund Advantage, previous year’s tax products, AAA, Simplexes)
- Participate in business initiatives as a subject matter expert in Customer Service.
- Complete assigned tasks on time and with high quality.
- Create needed training documentation to support business change.
- Perform other duties as assigned.
- Bachelor’s degree or equivalent combination of education and experience.
- 1+ year experience in a call center or financial institution.
- Experience with adult learning preferred.
MetaBank is an Equal Opportunity Employer/Disabled/Veterans
Department: 664-MPS Consumer Customer Service
Location: Sioux Falls, SD