Develops and delivers employee training, conducts training needs analysis, creates learning materials, evaluates effectiveness, and provides coaching. Maintains quality standards, audits customer interactions across support channels, analyzes quality trends and dashboards, identifies process gaps, and partners with operations on corrective actions and continuous improvement.
Qualifications
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- Diploma or Bachelor's Degree in Business Administration, Human Resources, Education, Communications, or a related field.
- 2–4 years of experience in Training, Quality Assurance, Learning & Development, or Contact Center Operations.
- BPO/contact center experience is highly preferred.
- Strong presentation, facilitation, coaching, and communication skills.
- Strong analytical and problem-solving abilities.
- Experience with quality monitoring tools, reporting, and performance analysis.
- Proficient in Microsoft Office, particularly Excel and PowerPoint.
- Ability to work independently and manage multiple priorities.
- Strong stakeholder management and interpersonal skills.
- Comfortable working in a fast-paced, target-driven environment.
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Training & Development
- Develop and deliver onboarding, refresher, process, product, and soft-skills training programs.
- Conduct training needs analysis to identify knowledge and performance gaps.
- Prepare training materials, presentations, assessments, and learning activities.
- Facilitate classroom, virtual, and on-the-job training sessions.
- Evaluate training effectiveness through assessments, feedback, and post-training performance.
- Work closely with Operations and stakeholders to identify training requirements and improvement areas.
- Provide coaching and support to employees who require additional development.
Quality Assurance
- Develop and maintain quality standards, evaluation forms, and quality assurance processes.
- Conduct regular quality audits and evaluate employee interactions against established standards.
- Monitor customer interactions across voice, email, chat, and other support channels.
- Identify recurring quality issues, process gaps, and compliance risks.
- Provide constructive feedback and coaching based on quality findings.
- Prepare and analyze quality reports, trends, and performance dashboards.
- Partner with Operations to develop corrective and preventive action plans.
- Ensure quality processes and standards are consistently applied across teams.
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