Training Assistant Manager
4 days ago
Job Description:
- Deliver engaging training sessions, workshops, and onboarding programs tailored to empower representatives
- Develop and maintain quality assurance guidelines and standards for customer interactions (calls, chats, emails). Ensure that representatives adhere to protocols, accuracy, and professionalism
- Regularly monitor customer interactions to assess performance and identify areas for improvement
- Work closely with team leads and managers to identify productivity gaps; collaborate on targeted training interventions to address these gaps
- Participate in root cause analysis for customer escalations, contributing to continuous improvement efforts
- Propose process enhancements aligned with customer-centric goals
Qualifications:
- Bachelor's degree holder
- 2-3 years of relevant experience focusing on Customer Service Training and Quality Assurance
- Experience in Customer Service and Real Estate is a plus
- Proficient in computer applications and has solid understanding of training principles
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