Training and Quality Specialist
3 weeks ago
Job Description: We are seeking a detail-oriented and proactive Training and Quality Specialist to join our BPO team. The ideal candidate will be responsible for designing, delivering, and evaluating training programs to ensure agents meet performance standards. Additionally, the role involves conducting quality audits, providing feedback, and implementing improvement initiatives to enhance service delivery. This position requires strong communication skills, an eye for detail, and the ability to work collaboratively to achieve operational excellence.
Key Responsibilities:
- Develop and deliver training sessions for new hires and ongoing employee development.
- Monitor and evaluate agent performance through quality audits and assessments.
- Provide constructive feedback and coaching to agents to improve quality and productivity.
- Collaborate with team leaders and management to identify training needs and process improvements.
- Maintain training materials and documentation up-to-date.
- Ensure compliance with company policies and client-specific guidelines.
Qualifications:
- Previous experience in training or quality assurance within a BPO environment.
- Strong communication and presentation skills.
- Analytical mindset with the ability to identify trends and areas for improvement.
- Ability to work effectively in a fast-paced, team-oriented environment.
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