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Job Description
Training & Quality (60%)
- Develop and maintain training programs and materials for student employees.
- Evaluate training effectiveness and implement improvements based on feedback and observation.
- Monitor support interactions to ensure adherence to policies, procedures, and service standards.
- Coach student employees on technical troubleshooting and customer service skills.
- Collaborate on training for new services, tools, and system changes.
- Supervise student employment processes, including hiring, onboarding, coaching, and corrective action.
- Manage student payroll, budget tracking, and related administrative records.
- Monitor queues and staffing to meet service levels; provide direct support during high-volume periods.
- Troubleshoot and resolve Tier I issues and escalated cases; document all work in the ticketing system.
- Perform additional duties as assigned.