Training & QA Lead

Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America’s Best Small Employers.

Summit is a growing natural gas utility company providing safe, reliable and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri and Oklahoma. Being part of the Summit team means embracing excellence, diversity and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers and the communities where we live. We aim to bring warmth and energy to everything we do.

We have an exciting opportunity open for a Training & QA Lead in Fort Smith, AR.

POSITION SUMMARY:

The Training & QA Lead is responsible for designing, developing, and delivering training programs while collaborating with the Quality Assurance (QA) team to ensure continuous improvement in customer experience operations. This role plays a crucial part in training strategy, curriculum development, and quality assurance oversight to optimize operational efficiency and enhance customer satisfaction. The Training & QA Lead will partner with cross-functional teams to analyze business processes, implement training programs, and identify areas for process improvement.

PRIMARY DUTIES AND RESPONSIBILITIES

- Develop and execute training plans for new hires, seasonal updates, and ad-hoc training sessions.

- Design, develop, and update training content using various platforms such as SAP Enable Now, NICE Expert, and PowerPoint.

- Create interactive simulations, video tutorials, job aids, and documentation aligned with organizational processes and workflows.

- Work closely with QA and contact center leadership to align training initiatives with quality improvement goals.

- Assess training effectiveness through reporting, feedback, and performance metrics.

- Partner with stakeholders across departments to identify process gaps and recommend solutions for continuous improvement.

- Facilitate training programs that support process changes, system updates, and business optimization efforts.

- Conduct evaluations of existing business processes and document updates to workflows and procedures.

- Collaborate in process improvement discussions to align training needs with operational changes.

- Prepare reports on training effectiveness, user feedback, and QA performance insights.

- Standardize training methods across departments to ensure consistency and alignment with company objectives.

- Support teammates by actively contributing ideas, collaborating on projects, and assisting as needed.

Perform other related duties as assigned.

POSITION QUALIFICATIONS

EDUCATION AND WORK EXPERIENCE

- Bachelor's degree in business administration, instructional design, or a related field preferred.

- Minimum 3 years of experience in training, instructional design, or quality assurance within a contact center or customer experience environment.

- Experience with SAP Enable Now and NICE Expert strongly preferred .

KNOWLEDGE, SKILLS, ABILITIES

- Strong proficiency in Microsoft Office Suite, including PowerPoint, Visio, and Excel for data analysis.

- Ability to analyze large data sets and create reports to support training and QA decisions.

- Demonstrated experience in developing engaging training materials using various multimedia tools.

- Excellent communication and interpersonal skills, with the ability to work across all levels of the organization.

- High attention to detail, organizational skills, and ability to manage multiple projects simultaneously.

- Business partner mentality with the ability to collaborate with different departments.

- Ability to evaluate and research training options and alternatives.

- Strong adaptability to evolving systems, business processes, and industry changes.

Ability to facilitate training sessions effectively, both in-person and virtually.

Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice, and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.

Summit Utilities, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, or status as a qualified individual with disability.