Training & Quality Coordinator - Military Veterans

Zipcar serves millions of member contacts each year across a growing number of support channels to meet the needs and expectations of our drivers. The Training & Quality Coordinator is positioned to fully deliver on Zipcar’s priority of obsessing about the member experience and will play an integral role within the Member Services team.

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The Training & Quality Coordinator will play a crucial role in ensuring Zipcar’s Member Services teams produce and sustain world-class support. The coordinator role is positioned at the intersection of learning, quality control, and support operations and serves to reinforce, enhance, and extend the quality of support.

​The Training & Quality Coordinator will work in close proximity and partnership with our learning leads to develop and deliver comprehensive learning material for our support agents, including lessons, instructional material, extension activities, assessments, and remedial plans. ​The artifacts and resources developed in support of agent knowledge are stored across several digital repositories, of which the coordinator will serve as a key maintainer.

The Training & Quality Coordinator will provide continuous monitoring of customer contacts to ensure quality expectations are upheld. Insights & learnings from contact monitors will be fed back into the organization to ensure continuous improvements standards are applied across all functions and at all levels.

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​​​Duties and Responsibilities​ 

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​Design and develop all training content and learning material, including product- and process-specific content, for adult learners in remote and outsourced locations (domestic and international)​ 

Collaborate with solution and subject matter experts throughout the organization to develop informed and comprehensive training content​ 

Deliver all training material in a variety of mediums (in-person, videoconference, recordings) to Zipcar's vendor support training team, agent cohorts, & internal support teams, demonstrating instructional best practices

Execute training oversight program responsibilities, including trainer certification, formal & informal lesson observations & scoring, and internal training quality calibrations to ensure support staff meet acceptable delivery standards

Host regular learner focus groups & conduct post-training surveys to capture feedback, learnings, and opportunities which can be used to inform and advance future training efforts

Regularly observe & evaluate agent contacts across all lines of business, review results, & calibrate with quality control teams to ensure a rigorous and aligned feedback process is retained

Develop & maintain feedback loops across quality assurance, training operations, & support operations

Manage, maintain, & evolve all official quality control scorecards

Support administrative duties in relation to the management and maintenance of internal documentation & learning management systems

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​​Requirements & Qualifications​ 

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​​Undergraduate degree preferred ​ 

​1-2 years of experience aligned with the responsibilities for this position​ 

​​Experience delivering content to a wide variety of learner types, including ESL learners​ 

​​Strong written, verbal, and presentation skills​ 

​​Ability to effectively prioritize, work in a fast-paced environment, and deal with constant change and, at times, ambiguity​ 

​​Experience working with an outsourced support and service model​ 

​​Technical aptitude, proven grasp of complex toolsets, and the ability to pick up new technology quickly​ 

​​Ability to analyze and understand complex information and communicate it clearly and succinctly​ 

​​High level of comfort or experience working with a variety of software-based tools (SaaS platforms, LMS, internal wiki’s, agent support tools, etc.)​ 

​​Knowledge of process improvement techniques and experience in applying them​ 

​​Collaborative in nature and able to seek out SMEs and key personnel as needed​ 

​​Excellent change orientation and management skills​ 

​​Proven track record of meeting project deadlines/deliverables with successful outcome​ 

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​​Travel Requirements​ 

​​​ Up to 10% of international travel is required