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Service Center


Procession Systems


Location

Sterling, VA | United States


Job description

This is a dual role that provides a holistic focus on training and quality. The Trainer facilitates new hire and refresher training to Service Desk staff to prepare them to perform their roles, achieve quality expectations and provide excellent customer service. Develops Service Now Incident Management Training modules and is also responsible for the upkeep of all training materials. Creates training/acclimation schedules and works with the Service Desk Manager to plan refresher training sessions to provide continuous learning within the Service Desk environment. QA Trainer is also responsible for ensuring customer and client satisfaction by reviewing priority incidents within Service Now to ensure performance meets contractual quality expectations. Creates trending reports to identify training and coaching opportunities and/or address gaps within the knowledgebase. Develops trending and tracking reports and quality scorecards to document the success of the training and quality program. This is an onsite position and trainer is expected to perform the duties of the Service Desk role to gain expertise, knowledge and proficiency of work processes to ensure successful transition and performance as the Quality Assurance Trainer.

GENERAL DUTIES:

REQUIRED QUALIFCATIONS:

CLEARANCE:


Job tags

Contract workShift work


Salary

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