BPO - Trainer and Quality Analyst

The Trainer and Quality Analyst will be accountable for the strategic support, execution and communication of training initiatives and processes within the company. You will be required to rate all customer interactions with our team members against our quality guidelines. You will analyse your observations and feedback to team members and managers for performance recommendations, process improvements, all aimed to improving our customer experience and satisfaction.

Main Duties and Responsibilities:

• Set and keep maintain training calendar schedule to achieve operation requirements for new hire and refresher training.

• Ensure process compliance across operations and facilitate the roll out of new processes.

• Review training plans and materials and align to business needs.

• Maintain Wiki/Moodle with updated processes and procedures

• Conduct a monthly Training needs analysis of current employees

• To review customer feedback through the NPS survey to ensure customer satisfaction

• Deploy customer survey at defined frequency to identify training needs and ensure customer satisfaction

• Review FCR report to identify further training needs

• Prepare, develop, and conduct refresher training in accordance with the TNA and operational needs.

• Facilitate soft skills training (Voice coach, call handling, customer experience, etc.)

• Monitor and observe all customers interactions including but not limited to inbound, outbound, email and live chat interactions to ensure we meet quality standards and expectations.

• Monitor all online interactions whether direct or indirect, and provide recommendations to improve our online presence.

• Conducts set number of test calls for the analyses of product and process knowledge.

• Monitor data integrity of application processing to minimize negative impact to customers

• Provides coaching and constructive feedback for the continual development and improvement of staff knowledge, skills, quality / customer experience and performance for all staff.

• Provides constructive feedback to team leads and management for the continual improvement of quality and performance for all staff.

• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; recommendations for developing new models; implementing changes.

• Maintains knowledge and understanding of product and processes by participating in workshop training, and refresher sessions.

• Analyze and report on staff performance trends and customer satisfaction ratings / feedback, provide data driven information that can be used to identify areas in need of improvement of design, training, compliance, and operations.

• Facilitates the introduction of new products, processes and procedure to all staff and ensures compliance with service agreements.

• Provides evidence of Voice Recording when requests are being asked for legal matter.

• Contributes to team effort by accomplishing related results as needed.

• Participates in regular calibration sessions to ensure quality guidelines are being met.

• Processes the requests by verifying, supplying, and or transcribing call recordings for staff.

• Avoids legal challenges of monitoring compliance with service agreements.

• Doing administrative work as needed.

Qualifications:

• Completed at least 2nd year college

Experience:

• Experience in delivering training courses preferred

• Experience in Quality Analyst positions preferred

• Experience in the Electricity and Gas industry is an advantage but not required

Skills:

• Strong interpersonal and presentation skills

• Strong organization and project management skills

• Dynamic and able to adapt to changes

• Hands-on and able to work across diverse culture Amenable to work on holidays, weekend and shifting schedule

• Proven time management skills with the ability to multi-task

• Strong attention to detail with a high level of accuracy

• Proficient in Microsoft Office Products

• Excellent verbal and written communication skills