Training & Quality Lead

We are hiring for Training and Quality Lead for a BPO Industry!
Offers additional allowance for Temporary work arrangement
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Must have a reliable internet connection and a laptop/desktop
Job Description

QUALITY

Conduct quality assurance evaluations (internal audits) for employees to improve the customer experience
Provides immediate feedback to employees who incur critical error
Conducts regular feedback to employees regarding their quality audits
Spearheads in internal and external calibration sessions and provide calibration results.
Generate weekly, monthly and quarterly quality audit related reports which shall be sent out to internal clients such as Operations Manager and team captain.
Help improve the technical competence of our frontline consultants through quality evaluations which identify both strengths and development opportunities
TRAINING

Deliver training for newly hired FTEs
Research on Client Products/ Services and offer an overall training solutions
Provide operational guidance. Train, coach, monitor, recognize, support and promote discipline in any given situation
Participate in training discussions with the clients
Administer needs analysis/ skill gap assessment and conduct a refresher training
Carry out needs assessment and performance reviews to officers
Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
Coordinate with Recruitment, IT and liaising with HR team
Maintains knowledge and understanding of company policies and procedures
Minimum Requirement Qualifications:

Knowledge in QA Fundamentals and principles
Google suite
Google Analytics
Proficiency in MS Office
Education and/or Experience
Bachelor's/College degree
Proven interest in technology and how it is changing the world of work
With at least 2 years of Training and Quality Lead experience in the BPO Industry

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