Training & Quality Lead

We are hiring for Training and Quality Lead for a BPO Industry!

• Offers additional allowance for Temporary work arrangement
• Start now!
• 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