Location
Sterling, VA | United States
Job description
The Quality Assurance Trainer/SME will be a member of the Service Center Training team. This is a dual role that provides an holistic focus on training and quality assurance. The Trainer develops Service Now Incident Management Training modules, and is also responsible for the upkeep of all training materials, and facilitates new hire and refresher training to all Service Desk staff. This is an onsite position and trainer is expected to perform the duties of the Service Desk- Tier 1 role to gain knowledge of work processes to ensure successful performance as the Quality Assurance Trainer.
GENERAL DUTIES:
- Develops a strong familiarity of the Service Desk Incident Management processes for use in the creation of training materials and modules to meet client expectations.
- Willingness to do the job of the Tier 1 Analyst to gain hands on expertise needed to function as a trusted adviser to the Service Center Management team.
- Works with the Analyst to reinforce the training content and quality compliance.
- Develops and/or enhance training modules using a variety of training methods and strategies
- Conducts training sessions and develops criteria for evaluating the effectiveness of training activities.
- Creates training schedule, maintains records of training activities and document participant progress, and monitor post training performance for effectiveness.
- Interfaces directly with client training personnel, as appropriate
- Ensure compliance with all gov’t policies, procedures and timelines for ticket quality (impact assessment, escalation, and resolution).
- Work with Service Desk Manager, Quality Teams and Service Desk SMEs to drive process improvements through identification of performance deficiencies, trends, and other areas of opportunity.
- Conducts quarterly reviews of Service Desk related standard operating procedures and knowledge base content, and work with Knowledge Manager to address inconsistencies.
- Represents training and or quality area during client discussions.
- Delivers onsite training to new hires and provides coaching, as needed.
- Required to work in one or multiple work queues over various Tier groups to perform quality checks.
REQUIRED QUALIFICATIONS:
- Work be willing and able to report daily to work site.
- Bachelor’s Degree or equivalent combination of education, training or work-related training delivery experience.
- Two or more years’ experience delivering training in a classroom or remote setting
- Capable of conducting training sessions, leading meetings, and creating presentations using Microsoft PowerPoint.
- Must be proficient using Microsoft Excel with experience creating multi-functional spreadsheets.
- Must have strong attention to detail and able to identify trends.
- Must be able to work independently and take initiative to do what is needed to achieve quality performance goals.
- Strong written and verbal communication skills, and comfortable speaking in groups and/or client meetings.
- Must have schedule flexibility to train across various shifts, as needed.
- Service Now Incident Management experience preferred, but not required.
CLEARANCE:
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