The Trainer/ Quality Assurance position is responsible for facilitating instructor-led training solutions and the delivery of transaction monitoring support and measurement of quality of work delivered in various interaction channels and may span across various business units.
An understanding of adult learning principles, effective coaching skills, and the ability to adapt to a variety of learning styles while monitoring learner progress is needed to provide a consistent and successful training experience.
This position requires excellent communication and collaboration skills. Basic functions of the role include but is not limited to these listed below. The duties noted herein may change to ensure conformance with the given situation and/or Company and Client Expectations.
TRAINING
QUALITY § Conducts Quality Monitoring or Evaluation of Transactions handled through Call, Email, Chat, and any other Channel utilized by the business assigned to through the use of available QA Tools/Platforms § Responsible for evaluating quality of performance or accuracy measurement based on a set of attributes outlined in a quality form that is defined by either the Organization or Client, or the collaboration of both. § Facilitates, scores, attends, and participates in regular Internal or External Calibration Sessions and may also be called upon to choose transactions that will serve as samples for review and alignment purposes. § Maintains accuracy of evaluations through regular involvement in different learning opportunities specific to Product/Process Changes and Updates of the business unit/s supported. § Provides support and participation in Call Listening Sessions, Collaboration Calls, Quality Management Sync Meetings, and all other meetings geared towards alignment of understanding. § Participates and contributes to company projects and developmental meetings. § Develops and/or maintains various reports and summaries and summarize performance output on regular and recurring intervals. Timely Completion of reports according to agreed timelines. § Assists in the development of tracking mechanisms and reporting through collaboration with other Quality Individuals/Teams and with guidance on targeted outcome of reports and analysis. § May perform deep-dive analysis and analysis on Quality Performance Output, as needed. § Diagnosis of continuous improvement opportunities applicable to account, workgroup and department by utilizing relevant analytical methodologies directed towards process improvement. § Assists in developing and streamlining quality standards and operating procedures. § May be called upon to execute regular monthly transactions in various channels or regions identified, as defined by requirement to maintain the base form of knowledge on key customer related process. § Maintains good operating knowledge on all supported business units, via self-paced and partnered approaches.
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OPERATIONS Customer Interactions: · Provide exceptional customer service via live chat, email, social media, and telephone ensuring customer satisfaction and service level agreements are met. · Promote products/ services, address customer queries and complaints, escalate concerns, and perform actions required to achieve resolution. · Maintain accurate customer records and log interactions accordingly.
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OTHERS