Quality and Training Specialist - job 1 of 2

POSITION SUMMARY:   

The Quality & Training Specialist will be responsible for analyzing office environments, programs, and procedures to ensure exceptional workmanship. The Quality and Training Specialist will be required to develop and conduct training and enforce adherence to Company standards and policies across Customer Operations and teams within Freedom Forever. The Quality & Training Specialist is expected to establish and exemplify a culture of excellence and support the growth and education of all employees.    

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:    

• Recommend and implement measures to help ensure high-quality workmanship and that Company policies are upheld 
• Remains up to date on all Freedom Quality Policies, actively supporting team member questions or issues pertaining to our Quality Policies; updates and maintains Quality Policies 
• Work with Quality and Training Supervisor to deliver and increase Quality, Efficiency, and Customer Satisfaction 
• Conduct new-employee Customer Operations orientation and training 
• Conduct on-site and remote training, taking full responsibility and facilitation of Customer Operations procedures 
• Conduct Process and Quality Audits based on Company standards and objectives 
• Provide on-site and remote support to our customer operations team members 
• Quickly assist the team members and potential customers with procedural issues 
• Adherence to training and quality-related key performance indicators and metrics, such as test scores, attrition rate, etc. 
• Perform other duties as assigned 

QUALIFICATION REQUIREMENTS:   

Education & Certifications:   

• High School Graduate or GED 

Experience:   

• 1+ years of experience required 
• 1+ years of training experience required, including the creation and facilitation of training material
• 1+ years experience in a retail, hospitality, or customer support field
• Strong communication skills in all media

Knowledge, Skills & Abilities:   

• Experience with building and facilitating a training syllabus, including a training schedule, training materials, and training modules 
• Meet and maintain employee requirements and/or certification if needed 
• Willing to work on-site and in the office 100% of the time throughout the year 
• Work flexible hours or work odd hours, though rarely needed 
• Ability to learn quickly, specifically on new industry and product changes 
• Ability to speak publicly and maintain high energy during speaking or training sessions 
• Willing to speak directly with customers and homeowners should the need arise 
• Excellent organizational/time management skills required 
• Advanced proficiency in Word, Excel, PowerPoint, and other computer applications 
• Excellent written and verbal communication skills 
• Excellent customer service skills 
• Ability to work well with others in a collaborative team environment 

Special Skills & Training:   

• Management, Training or Quality Control in Construction, General Operations, or Call Center related field 

PHYSICAL DEMANDS AND ABILITIES :  

• Ability to sit in front of a computer for many hours a day 
• Regularly spend long hours sitting and using office equipment and computers 
• Regularly spend long hours answering phone calls and emails 
• Regularly move from sitting to standing positions effortlessly 
• Regularly spend long hours in intense concentration reviewing and entering information into a 
• computer 
• Regularly use hands and fingers to handle, control or feel objects 
• Regularly see details of objects that are less than a few feet away 
• Regularly speak clearly so listeners can understand 
• Regularly understand the speech of another person 
• Frequently work on projects that require deadlines 
• Frequently bend to file and maintain files 
• Occasionally lift 5-10 pounds 

TRAVEL REQUIREMENTS (Employee is required to travel for business purposes, not including commute to and from work.)  

If required to travel, must have a valid Driver's License/Insurance and the ability to drive a personal vehicle to different sites. 

HIGH PRIORITY
Freedom Forever is an equal-opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved. 

Must be in office Las Vegas