Coordinator, Field Systems Trainer
Overview:
The Field Systems Training & Quality Assurance Coordinator is responsible for supporting training initiatives and quality assurance programs for Field Systems and Help Desk operations. This role coordinates onboarding and ongoing training, conducts quality reviews, maintains knowledge resources, and assists with performance improvement efforts to ensure consistent support for cafe operations and internal customers.
The coordinator works closely with Support Analysts, Operations, Field Systems teams, and leadership to promote process adherence, knowledge retention, and service excellence.
Location: St. Louis, MO (hybrid)
Key Responsibilities
Training Coordination
- Coordinate onboarding and training activities for new team members.
- Schedule and facilitate training sessions, workshops, and refresher courses.
- Maintain training materials, job aids, standard operating procedures, and knowledge articles.
- Track training completion, attendance, and certification records.
- Assist in the development and updating of training content for system enhancements, process changes, and new initiatives.
- Support ongoing learning programs and cross-training efforts.
- Communicate upcoming changes in a standardized format on a weekly basis.
Quality Assurance
- Conduct quality reviews of support interactions, ticket documentation, and process adherence.
- Utilize QA scorecards and evaluation tools to measure performance consistency.
- Identify trends, opportunities for improvement, and knowledge gaps through quality monitoring.
- Provide feedback to supervisors and team members regarding quality findings.
- Track and report quality metrics and improvement opportunities.
- Ensure compliance with established support processes and procedures.
Knowledge Management
- Maintain and update knowledge base content to ensure accuracy and relevance.
- Work with subject matter experts to document troubleshooting procedures and best practices.
- Monitor knowledge article usage and identify opportunities for improvement.
- Ensure support documentation remains current and accessible.
- Ensure new rollouts are supported by knowledge base articles both internally and externally.
Reporting & Analytics
- Compile training and QA reports for leadership review.
- Track key performance indicators (KPIs) related to quality, training, and operational performance.
- Analyze data to identify trends and recommend improvement opportunities.
- Assist with audit preparation and documentation reviews.
Education, Training, and Experience Requirements:
- Communication Skills: Excellent written and verbal communication skills, with a strong ability to engage audiences through public speaking and presentations.
- Proficiency in Microsoft Office: Strong knowledge of Microsoft Windows (Outlook, Word, PowerPoint, Excel)
- Proficiency in Canva: Experience with Canva to edit and create visual representation of troubleshooting flows for both internal and external users or quickly able to obtain these skills.
- Tech Savvy: Comfortable with technology and the ability to learn new systems and procedures quickly.
- Training Experience: Previous experience in training, especially in IT support or customer service settings, is highly desirable.
- Self-Directed: Ability to work independently while also being an effective collaborator within a team environment.
- Adaptability: Flexibility to adapt to a fast-paced, ever-evolving training environment.
- Cafe Technology Knowledge: Familiarity with cafe technology and systems, or the ability to quickly gain expertise in cafe-related hardware, software, and applications.
- Organization: Must be highly organized as balancing Training, Quality Assurance, and Onboarding New Hires requires a high level of organization.
Equal Opportunity Employer: Disabled/Veterans
Competitive Pay $53,419 - $64,103 annually
The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Saint Louis Support Center
