Quality Control & Trainer

CNH Industrial Racine, WI
Req ID 14228 Title Quality Control & Trainer City Racine State Wisconsin Job Function Parts and Service Salaried / Hourly Salaried Job Description

Through its people and brands, CNH Industrial delivers power, technology and innovation to farmers, builders and drivers all around the world. Each of its brands, including Case IH, New Holland Agriculture, Case and New Holland Construction, FPT Industrial, Capital, and Parts & Service, is a major international force in its specific sector.

Develop, benchmark, maintain and modify forms and processes to collect and measure call quality and training data

Identify ways to meet and sustain expected quality standards and perform weekly call quality assessments to provide integral feedback to the call center manager

Perform weekly call quality assessments and review with manager to address concerns, gain standardization within the team, and improve dealer/customer satisfaction. Identify ways to meet and sustain the expected quality standards

Play an active role with the onboarding and 100-day integration of new and seasonal staff by developing, benchmarking, maintaining, and facilitating an efficient and time-sensitive repeatable introduction training program

Prepare lesson plans and training program material which may include manuals, handouts, tests, and designs exercises to apply knowledge of the subject matter

Analyze course evaluations to determine effectiveness of training sessions and implement suggestions for improvements

Using quality assessment data, assess individual staff skills, knowledge and call performance for gaps and identify path to closing them

Act as primary point of contact for staff self-help inquiries and make recommendations levering company sponsored resources

Maintain training records to ensure meet all training requirements for the department, company, and regulatory compliance

Required Qualifications

Associates degree in business, communication, mechanical, or customer service discipline. In lieu of degree will accept 3 years relevant work experience.

2 years developing and facilitating training or two years Team Lead and/or Supervisory experience.

The preferred candidate will have experience with the following:

Bachelor's degree in business, communication, mechanical, or customer service discipline

1 year of experience in customer service, call center or related experience

A general understanding on how machine parts interact

Proven and proficient PC skills in Microsoft Office Suite or equivalent software

Certification in a mechanical discipline

Experience in agriculture and/or construction equipment parts and service

Experience with distribution operations and related systems

Experience using and querying ticket or incident tracking software and extracting data

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