Training & QA Agent - Kobie

Why you will love working for a National Top Workplace 

We are a global leader in loyalty marketing.    

 We work with some of the most well-known brands in the world to deliver market-leading, end-to-end loyalty solutions to enable customer experiences. With a strategy-led, technology-enabled approach, we are consistently named an industry leader by Forrester. The programs we deliver reach more than 330M consumers through loyalty. The impact of these loyalty programs affords us deep brand partnerships, owning a niche in the loyalty space where outcomes matter most.   

We are a mission and values driven company.    

Our mission is to grow enterprise value through loyalty for our clients. Every role within Kobie has a purpose and directly contributes to us achieving this mission.   

We are values driven at every point. Over our 30+ year journey, we've created a fun, high-trust, transparent workplace. We believe in leadership and ownership. Our hybrid work environment, personal holidays, casual dress code and focus on diversity and inclusion add to a culture that makes our teammates proud. That pride shines through in the work we do for our clients.   

About the team and what we'll build together 

In this role, you will take on the responsibility of developing, coordinating, and delivering effective training and development programs for all contact center employees. Your tasks will include ownership and management of training initiatives, creation, and documentation of training materials, and updating knowledge base tools online. Additionally, you'll conduct needs assessments to drive educational initiatives, enhance performance, and further develop staff for career advancement and engagement. Furthermore, you'll provide day-to-day quality assurance monitoring and feedback to the Tier I contact center, which supports multiple loyalty program customers. Your ultimate objective is to equip all agents with the knowledge and tools necessary to provide exceptional service to our loyal customers. 

How you will make an impact   

• Develop, document, and facilitate new training courses  
• Learn and understand all client Loyalty Programs to train staff effectively  
• Ensure training aligns with strategic organizational goals 
• Performs call, chat, and email monitoring
• Coordinate and facilitate call calibrations for call center staff
• Coach agents and provide the necessary feedback for growth and development to agents and leaders 

What you need to be successful   

• An exciting and engaging personality 
• A 'whatever it takes' dedication to caring for customers, agents, and the business 
• Proficient in Microsoft word, PowerPoint, and Excel 
• Excellent verbal and written communication 
• Detailed orientated and well organized 
• Strong ability to multitask and meet deadlines   

Our teammates are at the heart of everything we do   

Healthy people are happy people, which makes mental and physical health a top priority at Kobie. From robust health insurance and benefits options to free fitness programs like FitOn, to generous vacation timefor yourself, we support your health needs fully. In today's job market, we know that employees are choosing only what works best for their life. For those that want career growth, Kobie is the perfect place. We have developed a comprehensive people strategy that helps every teammate know how to advance and progress on their career journey. Beyond title progression, Kobie's competitive pay, 401k matching, annual profit sharing and bonuses all make Kobie a perfect place to build your career.   

Kobie, a place for all  

We don't just accept differences – we embrace, share, and celebrate them!   

Employment at Kobie is based solely on a person's merit and qualifications, directly related to professional competence. We do not discriminate against any teammate or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis under the law.     

We are fiercely committed to fostering a workplace where teammates draw upon their own diverse backgrounds, experiences, and perspectives so that they feel welcomed to bring their authentic self to work every day. While our leadership team fully and completely supports our policy of nondiscrimination and equal opportunity, all teammates share the responsibility to ensure we incorporate the principles of equity, diversity, and inclusion throughout Kobie.