Quality Monitoring Training Specialist - Bilingual Spanish


$ Confidential
Customer Service
Aurora, IL, Aurora - USA


The Quality Monitoring Training Specialist supports the Contact Center by facilitating coaching/development initiatives with agents both in office and working remotely as well as monitors customer satisfaction levels through an evaluation process of interactions handled by both voice and digital customer experience teams.  This position is responsible for agent coaching and development and providing timely feedback to drive performance and ensure agents are meeting established metrics. The Specialist monitors performance by measuring both quality and accuracy of information provided, adherence to outlined policies and procedures as well as customer service/retention techniques.  You will be responsible for delivering new hire, soft skills and continuing education training while evaluating its effectiveness to ensure employees receive the necessary quality training to succeed. This position reports to the Sr. Quality Assurance and Training Manager.


Quality Monitoring

  • Monitor performance of Contact Center agents both in office and working remotely
  • Randomly select calls/live chats to remotely monitor for performance evaluation to provide a valid sampling representative of overall performance levels
  • Conducts group monitoring & calibration sessions involving management
  • Consistently provide performance related feedback and coaching to Contact Center agents with a focus on service delivery and process execution
  • Schedule routine coaching sessions with employees to support and drive performance expectations; actively identify developmental opportunities and enhance agent expertise and abilities
  • Demonstrate best practices and conduct coaching conversations that focus on positive reinforcement and skill improvement through on the job training
  • Identify trends in QA to implement process/performance improvements; communicate trends and updates to management and internal partners
  • Document and maintain detailed policies and procedures for department processes; ensure the completion of all required paperwork, records, documents, etc.


  • Conduct new hire quality assurance training including outlining the QA process, reviewing performance related variables and evaluation criterion
  • Prepare and distribute training materials such as participant and facilitator guides, handouts, evaluation forms, and visual aids; update and deliver presentations; set up room and audiovisual equipment
  • Provide tools and training solutions to address any gaps in knowledge, competency, and skills; assists in new hire or continuing education training delivery as required
  • Analyze training effectiveness through test scores, production statistics and error ratios, and additional mentoring needed during training as well as after training follow up; make changes to ensure comprehension and application of material and to evaluate additional training needs
  • Evaluate employee performance prior to and after completion of training; recommend necessary additional training
  • Address and resolve performance and disciplinary issues during training
  • Maintain tracking system to ensure accurate employee training records, track training needs, and collect evaluation results
  • Remain current on developments in training and instructional methodologies including technology enhancements; attend periodic seminars, forums, and meetings to ensure educational methodology is current and relevant
  • Other duties and special projects as assigned


Experience and Education
  • Minimum two (2) year experience in a high volume customer service environment required
  • High school diploma or equivalent required
  • Previous experience in quality assurance and training preferred
  • Prior supervisory or coaching experience preferred
  • Previous sales background/experience a strong plus
  • Proficiency in Microsoft Office Suite required
  • Strong communication skills, both written and verbal are an absolute must; bilingual is a plus
  • Demonstrated proficiency in performance management and effective coaching techniques
  • Experience facilitating trainings and managing effective discussion and dialogue to enhance the learning experience in a diverse classroom environment ideas
  • Ability to understand the Dyson brand and uphold its integrity
  • English and Spanish language proficiency; comfort in spoken and written communication and ability to use both languages in a work setting
  • Must have strong organizational skills with the ability to multi-task and act with a sense of urgency
  • Developed problem solving skills and the ability to focus attention on details
  • Ability to manage time effectively and meet deadlines and requirements accordingly
  • Strong customer service, organizational & analytical skills
  • Embody the qualities of a reliable, dependent and proactive team member
  • Ability to adhere to call quality and other measured departmental statistics
  • Must be able to work a flexible schedule
  • Some travel may be required


Dyson US monitors the market to make sure we offer competitive salaries and retirement plans. But financial rewards are just the start of a successful career at Dyson. Professional growth and new opportunities are driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a dress code reflecting our creative engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition. Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call: (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis. Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Posted: 22 May 2019