Quality Trainer, Ecom Operations

Job Description

Responsibilities

Job Description

NBC Sports Next is where sports and technology intersect. We're a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with dozens of sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips, and more.

At NBC Sports Next we're fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology that provides the ultimate in immersive experiences.

Come join us as we work together as one team to innovate and deliver what's Next.

Qualifications

The Quality Trainer, Ecom Operations for our Customer Care Team will provide training to newly hired specialists on all aspects required to be a successful front-line agent. In addition, they will also provide refresher training to the existing staff when applicable. This role will also be responsible for performing quality audits and conduct ongoing evaluations and reviews based on set department QA guidelines. The Specialist will be responsible for reporting weekly and monthly metrics out to the Leadership team and will be expected to communicate with all levels of Leadership on training related trends, results, and recommendations. All New Hire training will be held on-site at our Orlando Campus. Additional training sessions will be conducted in a hybrid model of on-site and virtual led sessions.

Job Duties
• Facilitate onsite New Hire training on all aspects of NBC Sports Next's proprietary E-Commerce platforms.
• Provide refresher training on identified needs.
• Collaborate with the leadership team on opportunities and suitable training and QA tactics.
• Evaluate and execute evaluations that align with QA Guidelines into Salesforce.
• Maintain detailed training records, track progress, and generate reports on training effectiveness to management. 
• Documenting quality assurance activities and creating audit reports.
• Report out daily, weekly, and monthly QA metrics.
• Partner with Leadership on all aspects of the curriculum and it's delivery.
• Create training strategies, initiatives, and materials
• Support the operation by providing level two support in the Microsoft Teams Channels.
• Other training and quality assurance related duties as needed.

Basic Requirements
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Excellent interpersonal and communication skills
• Excellent organizational skills.
• Ability to work on-site is required.

Desired Qualifications
• Above average skills in both writing and speaking in any size groups
• Enthusiastic about training and inter-departmental collaboration
• Ability to identify and adapt to diversified learning styles
• Comfortable in working autonomously and a natural self-starter

Additional Job Requirements
• Must be willing to work in Orlando, FL
• Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
• Willingness to work overtime and on weekends with short notice

Jobcode: Reference SBJ-gpzb9o-18-118-6-79-42 in your application.