Quality & Training Specialist

CooperCompanies

. Develop, implement, and deliver Customer Service training and quality programs .

Posted 11/2/2026full-timeVictor • New York • United StatesJuniorMid-Level💰 $62,627 - $83,503 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and implementing Customer Service training programs and quality reviews, with a strong focus on Specialty EyeCare products and systems. Proficient in analyzing customer feedback and metrics to enhance training effectiveness and service quality.

Highest-signal resume keywords

Specialty Eyecare Product KnowledgeQuality Management Systems ExpertiseDynamics 365 ProficiencyTraining Development and FacilitationCustomer Service Metrics Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training DevelopmentQuality ReviewsData AnalysisReport WritingSOP DevelopmentTechnical Procedure InterpretationMicrosoft WordMicrosoft ExcelMicrosoft PowerPointAgile Methodology

Soft Skills

Interpersonal SkillsProblem-Solving SkillsConstructive FeedbackCommunication SkillsOrganizational Skills

Tools & Technologies

Dynamics 365BravadRX ConnectVantageZendeskCall Recording Systems

Certifications & Qualifications

Associates Degree

Industry Keywords

Customer Service TrainingQuality ManagementSpecialty EyecareCall Center BenchmarkingRegulatory Training

About the role

Key responsibilities & impact

Develop, implement, and deliver Customer Service training and quality programs
Stay current on organizational changes, requirements, products, and processes; update training, documents, and Quality Reviews
Assess employee strengths and development opportunities through training and quality reviews
Recommend updates to quality reviews, training, processes, SOPs, system enhancements, messaging, and communications based on trends and feedback
Communicate Customer Service policies and procedures
Participate in Customer Service and Leadership Team meetings and projects
Act as backup supervisor for new hires and employees in training
Handle escalated customer and patient issues
Serve as the training and quality subject-matter expert, product/process expert, and resource to Customer Service teams
Partner with supervisors to identify training and quality needs and develop action plans
Identify and share best practices; incorporate them into training, feedback, and coaching
Develop, implement, and perform Quality Reviews
Validate customer experience, policy and procedure adherence, technical skills, and accuracy
Provide feedback and coaching to improve quality and representative success
Develop and analyze post-chat and call customer surveys
Compile, track, analyze, and communicate Customer Service metrics and customer feedback
Approve Customer Service Service Non-Conformances and correlate trends to call monitoring
Support recall activities, internal and external audit planning, and call center benchmarking
Develop and facilitate classroom, on-the-job, computer-based, annual, and regulatory training
Develop and update training documentation, manuals, eQMS SOPs, forms, work instructions, knowledge base content, and training records
Administer training assessments and document contact center process flows

Requirements

What you’ll need

Must be authorized to work in the United States on a permanent and ongoing basis without future sponsorship
Expert knowledge of Specialty EyeCare product portfolio and quality management systems for Paragon, Blanchard, and SynergEyes
Expert knowledge of Specialty EyeCare systems and technology, including Dynamics 365, Bravad, RX Connect, Vantage, and Zendesk
Ability to compile, theme, and analyze data
Ability to write reports, procedures, quality reviews, SOPs, and work instructions using Microsoft Word, Excel, Outlook, PowerPoint, Vision, and Agile
Ability to read, analyze, and interpret technical procedures or government regulations
Strong interpersonal and problem-solving skills
Ability to provide constructive feedback and coaching
Excellent one-on-one and group communication, negotiation, presentation, and facilitation skills
Ability to present to audiences/classes of 1–75 participants
Strong organizational skills; ability to work independently, prioritize workload, meet deadlines, and multitask
Knowledge of order entry and supporting systems, including call recording/monitoring systems
Ability to identify root causes and effects and move beyond the status quo
Ability to maintain confidentiality of information
2+ years of Specialty EyeCare experience required
2–5 years of customer service experience required
Experience in a quality and/or training role preferred
Associates Degree required and/or a combination of education and experience resulting in a sound understanding of responsibilities

Benefits

Comp & perks

May include cost of living adjustments
May be eligible for other types of compensation and benefits
Remote work within commuting distance of a CooperVision site