Quality Assurance Trainer / SME

Company: Kforce Technology
Location: Herndon
Posted on: January 15, 2022

Job Description:

RESPONSIBILITIES:Kforce has a client that is seeking a Quality Assurance Trainer/SME in Herndon, VA. Key Tasks: Quality Assurance Trainer/SME develops a strong familiarity of the Service Desk Incident Management processes for use in the creation of training materials and modules to meet client expectations. Strong willingness to do the job of the Analyst, develop subject matter expertise, and function as a trusted advisor to the Service Center Management team Works with the Analyst to address any areas of confusion and to reinforce the training content As a Quality Assurance Trainer/SME, you develop and/or enhance training modules using a variety of methods and strategies, and according to contract guidelines Conducts training sessions and develops criteria for evaluating the effectiveness of training activities Creates training schedule, maintains records of training activities, document participant progress, and training program effectiveness Interfaces directly with client training personnel, as appropriate Ensure compliance with all gov't policies, procedures and timelines for ticket escalation and resolution Work with Service Desk Manager, Quality Teams and Service Desk SMEs to drive process improvements through identification of performance deficiencies, trends, and other areas of opportunity Conducts quarterly reviews of Service Desk related standard operating procedures and knowledge base content, and work with Knowledge Manager to address inconsistencies Quality Assurance Trainer/SME represents training and or quality area during client discussions Delivers onsite training to new hires and provides coaching, as needed Required to work in one or multiple work queues over various Tier groups to perform quality checks Job Requirements:REQUIREMENTS: Bachelor's degree or equivalent combination of education, training, or work-related training delivery experience Two or more years of experience delivering training in a classroom or remote setting Capable of conducting training sessions, leading meetings, and creating presentations using Microsoft PowerPoint Must be proficient using Microsoft Excel with experience creating multi-functional spreadsheets Must have strong attention to detail and able to identify trends Must be able to work independently and take initiative to do what is needed to achieve quality performance goals Strong written and verbal communication skills, and comfortable speaking in groups and/or client meetings Must have schedule flexibility to train across various shifts, as needed Be willing and able to report daily to work site Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information Applicants must be fully authorized to work in the U.S. without sponsorship Service Now Incident Management experience preferred, but not required Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Keywords: Kforce Technology, Germantown , Quality Assurance Trainer / SME, Human Resources , Herndon, Maryland