Monique Masin

Manager of Training and Documentation @Branch

Lead the responsibilities for onboarding, continued education, and documentation resources, both internal and external, for the Support team. Overseas Quality Assurance audits for the Support department to ensure adoption and execution of training and processes.Responsibilities include, but are not limited to-Act as point of contact for the Support Training and Documentation team through ingestion, delegation, and management of any new or ongoing tasks-Facilitate skill gap analysis for the ideation & creation of continued development courses-Organize investigation into the accuracy and efficacy of email templates, documentation, and self resolution tools through metrics such as CSAT, reopen rates, and article votes-Ensure routine update of internal and external resources for Support team with an emphasis on brand voice-Facilitation of new hire onboarding and continued education content via classroom-style learning, 1:1 coaching, and hands-on training-ZenDesk administration work such as creation of new self resolution tools, macros, etc.Work with Support leaders to coordinate short and long-term strategies for effectively maintaining training for their teams-Develop and continued curation of learning courses into a Learning Management System (LMS).Manage Quality Assurance audits to ensure all members of Support personnel are following company best practices and standards-Analysis of QA and Training data to identify and resolve needed areas of improvement.Identify trends in CSAT scores and how to better coach/train agents-Lead team of Training and Documentation, developing members, delegating tasks, and providing strategic vision for the team.