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Technical Support Training Quality Manager

1 week ago

Taguig, National Capital Region, Philippines Nityo Infotech Full time
Job Description

Nityo Infotech is seeking a highly skilled Technical Support Training Quality Analyst to join our team. As an IT Service Desk Trainer, you will be responsible for designing and delivering training programs for new hires, particularly in a call center or service desk environment.

Key Responsibilities:

  • Design and deliver training programs that meet the needs of our customers and stakeholders
  • Develop curriculum that aligns with organizational goals and performance metrics
  • Conduct call monitoring and evaluations to ensure compliance with company policies and customer service standards
  • Analyze performance data to identify areas for improvement
  • Provide constructive feedback to agents based on QA evaluations and develop action plans for improvement

Requirements:

  • Bachelor's degree in Information Technology, Business or equivalent
  • At least 2+ years of relevant experience
  • Proven experience in designing and delivering training programs
  • Strong presentation and facilitation skills
  • Familiarity with quality assurance processes and standards within a call center setting
  • Knowledge of key performance indicators (KPIs) relevant to service desk operations

About Us

Nityo Infotech is a leading provider of IT solutions and services. We are committed to providing our customers with the highest level of service and support.