Job Description, Responsibilities, Standards, and Qualifications

The Quality Assurance Trainer will report to the Quality Assurance & Training Manager under general supervision ensuring training for the Toll Operations Center (TOC) agents, partners at the Georgia Department of Corrections (GDC), Image Review agents, and other general State Road & Tollway Authority (SRTA) team members. Provide quality service according to the Authority’s training plan, quality program, standards, and goals. Assesses training needs of staff. Designs, implements, and evaluates training programs for assigned area(s). Conducts necessary research to develop and teach appropriate training programs. Evaluates the effectiveness of training programs.

Job Responsibilities and Performance Standards: 

1.      Facilitate all staff training.

                         1.     The trainer must demonstrate the ability to present material(s) professionally in a formal classroom

                         and e-learning environment.

2.       The trainer must demonstrate the ability and knowledge to train in all areas and functions that pertain to the customer service department, the toll operations center and image review.

                        3.       The trainer must demonstrate the ability and knowledge to function as a supervisor to oversee trainees 

                        during all training activities, burn periods, and transitions from training to assigned area.

2.      Work with Quality Assurance Department to develop training curriculum/ courses.

1.       The trainer must demonstrate the ability and knowledge to develop and revise training materials as needed      for the customer service department, the toll operations center and image review.     

                         2.       Assess the impact of each educational course on staff performance and client satisfaction.

3.       Maintain updated records of training curricula and material.

4.       Identify individual and team skills gaps.

       3.      Develop and implement training schedules as applicable to classroom and e-learning environments.

       1.       The trainer must demonstrate the ability and knowledge to create and revise schedules for new hire classes and   

                enrichment classes.

       4.      Perform quality monitoring/reviews during the training period utilizing the quality program, metrics, and database.

       1.       The trainer must demonstrate the ability and knowledge to perform call quality monitoring.

       2.       The trainer must demonstrate the ability and knowledge to access data and review new hire stats with trainees.

       3.       The trainer must demonstrate the ability and knowledge to perform image review processing.

       4.       Reviews processed license plates utilizing quality program including rejected and coded off images, metrics, and

                 database.

       5.       The trainer must demonstrate the ability and knowledge to perform all non-phone responsibilities (emails, chats,

                  mailings, and order fulfillment).

       6.       The trainer must demonstrate the ability and knowledge to perform express lane transitions, run various TOC reports, and

                 process various emergency alerts.

       7.       The trainer must demonstrate the ability and knowledge to access data and review new hire stats with trainees.

                  5.      Utilization, maintenance, and security of training equipment.

      1.       Demonstrate the ability and knowledge to catalog/inventory training equipment and always ensure proper security and

               storage.

2.       Demonstrate the ability and knowledge to utilize and instruct others on using equipment (i.e., laptops, headsets, etc.)

                  6.      Maintain a consistent, high-quality, customer-focused orientation.

      1.       Communicate with all Agency personnel and customers professionally when conducting business and providing services.

      2.       Provide clear and accurate information when explaining procedures or providing recommendations and improvements.

      3.       Confer with team members to resolve problems quickly.

                 7.      Provide support when needed.

     1.       Assist by taking calls, reviewing recording, reviewing images, and trip adjudication

     2.       Assist in the absence of Senior Trainer, Supervisors and or Managers when needed.

     3.       Liaise with managers and encourage on-the-job coaching (e.g., how to handle difficult cases).

     8.      Maintain a consistent, high-quality, customer-focused orientation when conducting business and providing services

     or products to clients, the general public, and other external customers.

     1.       Treat customers with respect, courtesy, and tact; listen to the customer and interact with the customer as a person while

              maintaining a business relationship.

     2.       Communicate with the customers and obtain all required information necessary to determine and address their specific

              needs; tactfully explain why service cannot be provided.

     3.       Provide clear, accurate information; explains procedures or materials or provides supplemental information; anticipates

                problems and questions.

     4.       Identify individual and team skills gaps

     5.       Schedule regular training sessions (e.g., monthly or quarterly)

     9.      Maintain a high level of job skills by attending and completing various seminars and training courses

             and reading appropriate literature. Communicate this knowledge to others as required.

                 1.       Plan appropriate personal training needs with supervisor in a timely manner.

                 2.       Attends and completes training plan courses and seminars according to established schedule and availability of courses.

                 3.       Read and review appropriate professional periodicals and technical manuals to maintain current

                          professional/technical knowledge.

                 4.       Provide thorough training to less experienced employees in various tasks/procedures as directed by

                          Management.

                 5.       Communicate information clearly and understandably. 

       10.      Maintain knowledge of current trends and developments in the field by reading appropriate books,

                 journals, and other literature and attending related seminars, conferences, and the like. Apply

                 pertinent new knowledge to the job.

1.       Attend internal and external educational programs and professional meetings as available for

         continuing professional education.

      2.       Attend regular meetings of any available and applicable professional organizations.

3.       Read and evaluate professional literature on a continual basis translates complex or technical   

         information into a format that others can understand and distributes as needed.

                        4.       Incorporate knowledge of pertinent new trends and developments into section policies and procedures

                                   and make recommendations for any related organizational changes.

                        5.       Demonstrate thorough knowledge of applicable rules and regulations by providing accurate information

                                and technical assistance to unit personnel representatives, employees, and managers. 

11.  Perform other duties as assigned by Management.

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Minimum Qualifications:

Bachelor’s degree from an accredited college or university OR two (2) years of work experience as a Customer Service Trainer or similar role. Experience planning, delivering, and developing training programs or related activities. Must be highly organized, possess excellent written, organizational, and decision-making skills, ability to multi-task and work in a fast-paced environment. Must have excellent communication and presentation skills. Applicants must be able to develop digital education material and organize classroom-style seminars. Applicants must possess SRTA’s core values of Integrity, Collaboration, Customer Focus, Diversity, and Innovation. Must possess a valid driver's license.