SouthEast Bank
  • - Private Student Loan Cent
  • Knoxville, TN, USA
  • Salary
  • Full Time

TITLE: Trainer and Assistant Quality Assurance Specialist
DEPARTMENTS: Education Loan Finance
HOURS: Full time 8:00am – 5:00pm; Mon - Fri

Reporting to the Quality Assurance Manger, this position identifies, develops and delivers training to Education Loan Finance team members based on organizational and individual needs. This position also serves as a Quality Assurance resource and supports the delivery of quality assurance strategies and training within the Education Loan Finance department. Assists the Sales & Operations Manager with various Human Resources administration duties.


  • Identify and assess current and future training needs through observation and consultation with QA/QC Specialist and Manager
  • Develop overall and individualized training and development plans that address needs and expectations; Develop and update curriculum as necessary and integrates QA observations into group and individual training
  • Develop and deploy a wide variety of training and reinforcement methods
  • Contribute to effective onboarding of new employees
  • Monitor and evaluate training program effectiveness and team member's ability to apply learning
  • Gather information, analyze, and make recommendations for best methods for training delivery and learning
  • Own and manage a master training calendar, coordinate and schedule training; Manage training budget and resources for department
  • Keep current with training trends, development, and best practices
  • Assist with monitoring written communication (texts, emails, etc.) and inbound and outbound telephone calls with customers to ensure service meets all quality assurance standards ; Document customer service quality issues
  • Provides ongoing feedback and coaching to ELFI Loan Assistants and conducts compliance audits for quality, accuracy and adherence to standards and procedures
  • Is a subject matter and technical expert on Bank company policies & procedures
  • Provides employee training by assessing needs and developing training solutions
  • Understand compliance requirements and knows when to involve Compliance and Legal for answers and dissemination of information
  • Assists with Bank compliance audits and reviews; Assists with developing and maintaining processes and procedures
  • Assist Manager with scheduling and time-card management


  • Solid record in designing and executing successful training programs and developing curriculum and materials
  • Experience with multiple training methods from traditional to virtual/on-demand, effectiveness and when best to use; extensive knowledge of adult learning
  • Excellent communication (including listening) and influencing skills
  • Ability to plan, multi-task, and manage project and time effectively
  • Strong writing and record keeping abilities
  • Good computer and database skills; good knowledge of LMS functionality
  • Knowledge of compliance related laws and regulations in consumer lending and banking is a plus
  • Experience in quality assurance methods and procedures
  • Ability to work independently
  • Ability to work in fast paced, high growth environment
  • Must be able to work with confidential information


  • Sitting for long periods of time
  • Lift 10-20lbs periodically


  • BS degree in an area of Business
  • At least 3 years' experience in a similar position within the financial services industry; experience in consumer lending a plus
  • Must be able to relate to employees at all levels of the organization
SouthEast Bank
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SouthEast Bank