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Training Analyst/ Call Center

Posted: February 19, 2024 Expired: May 18, 2024
High School
What You Need To Know

Open your future to incredible career potential. Work for an industry-leader who invests in their people. Southern Glazer’s Wine & Spirits is North America’s preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. We were named by Newsweek as a Most Loved Workplace and are included on the Forbes lists for Largest Private Companies and Best Employers for Diversity.

As a full-time employee, you can choose from a full menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

At Southern Glazer’s, you’ll enjoy an environment where continuous learning and growth are supported and experience a culture where you are respected, and your voice is heard. If you’re looking to fill your glass with opportunity, come join our FAMILY.

Southern Glazer's offers a competitive package with a yearly compensation of 58-75K plus incentives. In determining a final offer, the company will evaluate a specific candidate's education, skills and experience and will make an offer appropriately.


Southern Glazer’s Wine & Spirits, the largest, privately held liquor/wine distribution company in the USA, is looking for an ambitious, motivated, professional employee to join our operation’s team. The Quality Assurance/Training Analyst provides new hire training and on-going training for the National Call Center as well as develops new training to meet the ever-changing needs of our growing call center. This person must be self-motivated but also work well in a team environment. The NCC is open from 7:00 am – 6:00 pm CST. Hours: Mon-Friday 8-5PM

Primary Responsibilities
  • Deliver training presentations.
  • Assist in developing new training modules.
  • Provide recommendations for agents when quality or proficiency standards are not met.
  • Work with management team in providing additional coaching and training.
  • Provide feedback to management team regarding site wide trends and develop solutions.
  • Recognize necessary process improvements and make pro-active recommendations to the management team.
  • Keep up to date on all state specific requirements for divisions supported by the National Call Center.
  • Monitor Call Center agents’ in-bound/out-bound calls, emails and perform other job process audits.
  • Ability to handle incoming calls and resolve customer issues.
  • Score and evaluate calls and emailsbased on agent adherence to quality processes and service standards.
  • Identify knowledge gaps and inaccuracies to ensure exceptional service standards are met.
  • Must be flexible and able to work any hours that the call center is open. Shifts may change.
  • Perform monthly one-on-ones with staff and provide call-handling training and coaching.
  • Other duties and projects as assigned.
Minimum Qualifications
  • High school education or equivalent is required.
  • Must be proficient in Microsoft Office, including Outlook, Word and Excel
  • Excellent written and verbal communication skills required to create and proof read training documentation and communication literature.
  • Excellent analytical skills.
  • Excellent presentation skills.
  • Demonstrated ability to coach and mentor staff on call performance.
  • Ability to employ different coaching techniques based on audience’s preferred method of learning.
  • Highly organized with attention to detail.
  • Good judgment and decision making ability.
  • Ability to work within deadlines.
  • At least two years of work experience in a quality assurance role.
  • Good time management skills and the ability to meet deadlines for assigned tasks.
Preferred qualifications
  • Associate or bachelor’s degree is preferred.
  • Training and/or coaching experience is highly desirable.
Physical Demands
  • Physical demands with activity or condition for a considerable amount of time include sitting and typing/keyboarding using a computer (e.g., keyboard, mouse, and monitor) or adding machine
  • Physical demands with activity or condition may include occasional to rare amount of time include walking, bending, reaching, standing, and stooping
EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.


This job was expired