Trainer & Quality Assurance (TQA - Customer Service)
Salary undisclosed
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Job Summary / Overview:
- Working primarily with agents and supervisors the
- Trainer and Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
- Responsible for conducting internal monitoring based on company and daily quotas.
- Inform of any suspicious or malicious behavior detected during monitoring.
Qualification:
- Bachelor Degree / Diploma in any major.
- Minimum IPK 2,75
- Significant experience in a complex fast paced environment.
- Strategic thinker with strong analytical and creative problem-solving skills.
- Having experience as Trainer or Quality Assurance Lead in Contact Center minimum 6 month - 1 year.
- With good oral and written communication skills.
- Able to speak English (Prefer Active).
- Able to operate Microsoft Office, especially Microsoft Excel and Microsoft Power Point.
- Having high quality excel.
- Willing to work in Shifting Schedule including weekend and Public Holiday
Key Responsibilities and Accountabilities:
- Analyze adherence to quality policies and procedures by monitoring agents.
- Execute coaching process using internal standards for feedback and coaching.
- Execute number of observations and feedback required per agent according to the client request or internal standards.
- Provide coaching and develop agent’s opportunities by using effective interpersonal communication.
- Develop reports in excel to inform about top call drivers and main opportunities found.
- Attend internal & external call calibration sessions.
- Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider).
- Deliver feedback to agents.
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