Job Summary
Oversee the design, delivery, and continuous improvement of training and quality assurance programs for customer care agents, ensuring high performance against KPIs and service standards.
- New Hire & Refresher Training
- Plan and deliver onboarding sessions for new customer care agents across callcenter operations.
- Develop practical refresher programs to address evolving needs and maintain high-performance standards.
- Create comprehensive training materials slides, guides, role-play scenarios.
- Regularly review and update Standard Operating Procedures to reflect best practices and system changes.
- Workforce Coaching & Action Planning
- Collaborating with different teams to implement solutions and improvements
- Implement training action plans based on agent performance metrics (e.g. CSAT, AHT, quality scores).
- Track improvements and escalate underperformance issues effectively.
- Quality Monitoring & Audit
- Monitor QA calls for agents and vendor teams; ensure consistency in evaluation.
- KPIs & DSAT/Customer Feedback Management
- Analyze KPI trends (DSAT, quality, call metrics), share insights, and drive corrective training measures.
- Investigate DSAT/red-flagged calls, implement case-based coaching.
- Process Improvement & Knowledge Management
- Use agent feedback and QA data to suggest process improvements.
- Enhance and maintain internal knowledge base to ensure up-to-date, accessible SOPs.
Required Experience & Skills
- Call Centre Excellence.
- Minimum 2 years of hands-on experience in call center environments as a trainer and quality analyst.
- Quality Assurance Acumen
- Proven track record in QA monitoring, scoring, and delivering feedback.
- Familiarity with COPC or similar call-quality standards is a plus.
- Strong Communication & Training Design
- Excellent English proficiency, both spoken and written.
- Skilled at delivering engaging sessions and writing professional emails.
- Data-Driven & Tech-Savvy.
- Solid experience with KPIs, using Excel and PowerPoint to report findings and track progress.
- Agile & Collaboration-Oriented.
- Flexible mindset, able to thrive in a fast-paced environment.
- Experience working with external vendors and cross-functional teams.
