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IHCW Specialist- Quality and Training

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Location: Salt Lake City, UT, United States -
Job ID: 1082716
Corporate Positions
In-Home Custom Window
Job Type: Full-Time
Date Updated: Jun 1, 2019

IHCW Specialist – Training and Quality


JCPenney, one of the nation’s largest apparel and home retailers, combines an expansive footprint of nearly 870 stores across the United States and Puerto Rico with a powerful e-commerce site, jcp.com, to deliver style and value for all hard-working American families. At every touchpoint, customers will discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands. Reinforcing this shopping experience is the customer service and warrior spirit of approximately 98,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort. We're looking for motivated, talented individuals who can emerge as Warriors in our organization.



Lead the development of a sustainable training program for the IHCW Customer Coordinators and Customer Specialist associates. Ensure that quality standards are met; work in partnership with Team Leads and Managers to ensure associate knowledge is meeting standards and customer needs.


Reports to: Customer Service Manager 


Key Partnerships: Customer Service Manager, Field Team, Supervisors, Manager, Home Office, Trainer


Key Responsibilities:



  • Screen resumes and lead phone screening efforts for CCC and CSR candidates
  • Conduct interviews and make hiring decisions/offers
  • Handle all on/offboarding for associates within the IHCW Contact Center



  • Become versatile in all roles and responsibilities of a CCC and CSR
  • Lead the design and creation of a new hire training program
  • Develop structure of all manuals, information. Create SOPs, PowerPoints, etc.
  • Train new hire associates as needed (back up SME) and continuous training efforts for all associates
  • Identify “certification” testing of knowledge while associates are in training to gage progress
  • Develop a “side-by-side” training for those that certify as “buddies” for job shadowing
  • Partner with Regional Trainers as needed to ensure information is consistent with field instruction



  • Manage quality efforts and ensure monitors are consistent and unbiased
  • Assist in performance management plans for individuals not meeting expectations



  • Partner with Sr. Specialist peers and Management to drive KPIs, company initiatives and goals
  • Conduct HR Investigations as needed in partnership with HR/Managers
  • Develop Relationships with Home Office and Field Partners
  • Provide consistent feedback and recognition to team


    Skills Requirements Needed to Perform Effectively in the Role:

  • High School Diploma required, College degree preferred
  • 2-3 years call center, quality or training experience preferred
  • Management experience ideal
  • Solves problems, thinks critically
  • Proficient in Microsoft Programs
  • Proactively find ways to improve the customer experience


    Our office supports JCPenney nationwide and offers a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401 (k) Savings Plan with company match, and a merchandise discount plan to JCPenney.



Job Title: IHCW Specialist- Quality and Training
Location: Salt Lake City, UT, United States -
Job ID: 1082716

J.C. Penney Company Inc.
Plano, Texas

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