Trainer And Quality Assurance Lead

Job Summary / Overview:

• Working primarily with agents and supervisors the 
• Trainer and Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
• Responsible for conducting internal monitoring based on company and daily quotas.
• Inform of any suspicious or malicious behavior detected during monitoring.

Qualification:

• Bachelor Degree / Diploma in any major.
• Minimum IPK 2,75
• Significant experience in a complex fast paced environment.
• Strategic thinker with strong analytical and creative problem-solving skills.
• Having experience as Trainer or Quality Assurance Lead in Contact Center minimum 6 month - 1 year.
• With good oral and written communication skills.
• Able to speak English (Prefer Active).
• Able to operate Microsoft Office, especially Microsoft Excel and Microsoft Power Point.
• Having high quality excel.
• Willing to work in Shifting Schedule including weekend and Public Holiday

Key Responsibilities and Accountabilities:

• Analyze adherence to quality policies and procedures by monitoring agents.
• Execute coaching process using internal standards for feedback and coaching.
• Execute number of observations and feedback required per agent according to the client request or internal standards.
• Provide coaching and develop agent’s opportunities by using effective interpersonal communication.
• Develop reports in excel to inform about top call drivers and main opportunities found.
• Attend internal & external call calibration sessions.
• Observe potential inappropriate behaviors and provide real time alerts that are followed with immediate actions taken (security rider).
• Deliver feedback to agents.