Training and Quality Lead
7 days ago
Are you an experienced Training & Quality Specialist with a strong background in the BPO industry? We're looking for a highly skilled professional to lead training initiatives and drive quality assurance in a fast-paced customer service environment.
Role Overview:As a Training & Quality Specialist, you will be responsible for developing and implementing training programs that enhance agent performance, ensuring that service quality aligns with company standards and client expectations. This role requires deep analytical skills, structured training methodologies, and a proactive approach to quality management.
Key Responsibilities:Training & Development
- Design and deliver structured training programs for new hires, upskilling, and refresher courses.
- Create instructional materials, including e-learning modules, assessments, and job aids.
- Conduct in-depth coaching sessions to improve agent communication, product knowledge, and process adherence.
- Implement training evaluation frameworks to assess learning effectiveness.
Quality Assurance & Process Improvement
- Monitor and evaluate agent performance through call audits, case reviews, and customer feedback analysis.
- Develop and enforce quality assurance frameworks, ensuring compliance with client SLAs and company KPIs.
- Identify performance gaps and implement corrective action plans.
- Work closely with Operations to refine workflows, reduce errors, and improve customer experience.
Reporting & Data Analysis
- Generate detailed reports on training completion, agent performance trends, and quality metrics.
- Use data-driven insights to recommend continuous improvement strategies.
- Present findings and action plans to leadership teams and stakeholders.
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