Customer Service Quality And Training Specialist

Join one of the fastest growing companies in America, recently recognized as an Inc. 5000 award-winning company with more than 400 percent growth over the past three years. Silencer Central is passionate about the compliancy, knowledge and community education in firearm sound suppression and making silencer buying simple since 2005. Apply today!

Shift: Monday – Friday; core hours 8:00am – 5:00pm; occasional weekends and nights as business needs and seasonal volume requires.
Classification: Full time; Exempt
Location: On-site

Job Summary:
At Silencer Central, we believe that Customers + Integrity = Winning. This role will be responsible for monitoring and evaluating the performance of Customer Service specialists to ensure adherence to quality standards and established procedures. The Customer Service Quality and Training Specialist will play a key role in maintaining and improving the overall quality of customer interactions, identifying areas for improvement, documenting and conducting training, and providing constructive feedback to enhance the overall customer experience. Additionally, you will perform a wide range of administrative and office support activities for the Department Managers and Supervisors to facilitate its efficient operation.

Essential Functions:

• Create training materials, including PowerPoint presentations, and word docs, and assist in the creation and updating of Knowledge Base Articles.
• Design and facilitate training programs that are engaging and interactive, using adult learning principles to engage employees.
• Identify training gaps and Training needs and develop training programs.
• Conduct training sessions for new hires and ongoing training sessions for existing Customer Service team members.
• Periodically evaluate ongoing training programs to ensure that they reflect any changes.
• Conduct employee surveys and interviews to determine effectiveness of training.
• Centralizing and standardizing training material for all major process areas.
• Conduct regular quality evaluations of Customer Service calls, emails, and chat interactions to ensure compliance with established quality standards, company policies, service level agreements, and regulatory requirements.
• Provide constructive feedback and coaching to Customer Service representatives to improve performance and customer satisfaction.
• Analyze and measure key performance indicators (KPIs) related to Quality and Training opportunities to assess individual and team performance.
• Participate in calibration sessions to ensure consistency in the evaluation process.
• Participate in call center quality improvement projects and initiatives, such as process optimization, workflow redesign, and technology enhancements.
• Prepare and maintain documentation related to quality assurance activities, including quality monitoring forms, evaluation criteria, and performance reports.

Requirements:

• High school diploma or equivalent required; 2-4 year degree in Business Administration, Communication or related field preferred.
• 1-2 years’ experience working as a quality analyst and/or trainer.
• Certification in quality assurance or training (e.g., Six Sigma, ASTD) is a plus.
• Strong knowledge of call center operations, Customer Service principles, and quality assurance methodologies.
• Proven experience on building and facilitating training programs, processes, and standards.
• Experience training/coaching through change management.
• Strong analytical, problem-solving, and time management skills with the ability to interpret data and metrics to drive performance improvements.
• A consistent track record of handling multiple competing priorities and deadlines, ability to act with a sense of urgency and deliver expected/exceeding results.
• Outstanding interpersonal, verbal and written communication, coaching skills, and ability to work with a diverse group of individuals to tailor your training and coaching to their learning methods.
• Must be able to travel and attend at least two shows/events to support the admin function.
• Proficiency in MS Office Suite and experience with Customer Service software and tools.

Compensation and Benefits:
Salary: $44,214.00 - $66,320.00 DOE. Silencer Central offers a competitive total compensation package that includes:

• Unlimited PTO
• Company Paid Holidays
• Health insurance: Copayment Plus Plan or High Deductible Health Plan with $1500-$3000 HRA Contribution
• Dental insurance
• Vision insurance
• LTD and STD insurance
• Company Paid Life Insurance
• EAP
• Colonial Life
• 401(k) with company match
• Employee Discount Program
• Free snacks and drinks

Apply today and join our amazing team! Our business is growing and we need motivated people to help us continue our success!