Trainer and Quality Assurance Professional

1 day ago

Paranaque City, Calabarzon, Philippines beBeeExpert Full time ₱5,000,000 - ₱8,500,000
Training Specialist Role

We are seeking a skilled Training Specialist to develop and deliver comprehensive training programs for customer support agents.

Main Responsibilities:
  • Curriculum Development: Create and maintain detailed training materials, guides, and knowledge base content to equip agents with necessary skills.
  • Quality Evaluation: Conduct regular assessments of support interactions (chat, email, tickets, voice) to assess adherence to performance standards and identify areas for improvement.
  • Performance Analysis: Analyze trends in agent performance and player interactions to identify training needs and process gaps, recommending improvements to QA processes and training programs.
  • Collaboration and Communication: Work closely with cross-functional teams to ensure consistency in tone, empathy, and problem-solving across all support channels.
Key Competencies and Skills:
  • Attention to Detail: High level of attention to detail, organized, and excellent presentation and communication skills.
  • Support Experience: Experience in online gaming or interactive entertainment preferred.
  • Technical Expertise: Strong knowledge and use of Microsoft Office: Word, Excel, PowerPoint, and familiarity with customer support platforms and ticketing systems.
Requirements:
  • Experience: 2+ years of experience in training, quality assurance, or team development within a customer support environment.

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