Training And Quality Assurance Coordinator

AFS Logistics is one of Australia’s largest Independent Logistics Services Company’s.

For over 28 years we have provided customised Logistics Services Solutions that help our customers and carriers reduce costs and increase efficiencies by providing high level expertise and technology.

We have an extensive loyal customer portfolio and have been experiencing rapid growth.

The Training and Quality Assurance Coordinator is responsible for identifying training needs, developing training materials and conducting training with new and current employees. It is also a key responsibility to develop and implement a Quality Assurance program. Ensuring ongoing learning and development for the Customer Service team and others as required. This includes designing on boarding training programs, monitoring KRA’s for all customer service staff and Quality Assurance to ensure our customers are getting the very best service.

The primary duties of the Training and Quality Assurance Coordinator are:-

• Complete comprehensive learning needs analysis and identify gaps in learning pathways, provide recommendations, update, design, and develop solutions, in partnership with subject matter experts to align with the learning needs
• Ensure employees have a great learning experience through engaging training sessions, personalized assistance if required, and appealing content to help them excel
• Onboarding training for new employees
• Ensuring effective guidance and people leadership support for new hires during their crucial initial three months of employment to foster successful integration within the business
• On going training for all employees to ensure team is meeting industry standard
• Ensure tailored service delivery to meet unique requirements of different business units
• Reporting
• Productivity Management
• Quality Management
• Encouraging a service driven workforce, supported by training, development, and performance management programs to deliver exceptional customer experiences 
• Analysing and discussing team results from Quality Assurance, customer experience and productivity measures to identify training/development needs
• Recording statistics about performance levels and prepare informative reports
• Other duties as required

Required Skills and Experience:

• 3 years’ experience  in a contact centre, coaching and developing new and existing employees to deliver customer centric results and achieve business goals is essential 
• Proven experience developing materials and facilitating training programs
• Strong end-to-end training needs analysis experience (highly desirable)
• Superior working knowledge of Contact Centre systems including Quality Assurance programs, call and queue management, workforce management tools, knowledge management, performance management, time and attendance
• Diploma in Contact Centre Management or related qualification desirable
• Certificate IV in Workplace Training and Assessment will be an advantage
• Proven instructional design experience (highly desirable)