Responsibilities

• As a Contact Center Training and Quality Specialist, he/she will be responsible for designing, implementing, and delivering training programs to new and existing contact center agents, as well as monitoring and evaluating their performance to maintain and enhance service level standards.

Training Program Development and Training Delivery

• Develop comprehensive training materials, including manuals, presentations, and multimedia content, tailored to the specific needs of contact center agents.
• Design and implement training programs covering customer service techniques, product knowledge, communication skills, and relevant software/systems operation.
• Conduct engaging and interactive training sessions for new hires and existing agents.
• Align with the IT team for new agent’s onboarding process for Operation Support System requirements.
• Responsible to control Fixed Assets (Devices / Equipment) using in Contact Center Day to Day Operations.

Quality Assurance and Reporting

• Develop and implement quality assurance processes and standards for evaluating customer interactions, including inbound, and outbound calls and chats (Digital Care).
• Monitor contact center activities to identify areas for improvement and address performance gaps.
• Conduct regular audits of agent interactions to ensure compliance with quality standards, regulatory requirements, and company policies.

Performance Analysis and Reporting

• Analyze performance metrics and trends to assess the effectiveness of training programs and identify opportunities for improvement.
• Prepare and present reports on training outcomes, quality assurance findings, and recommendations for management review.
• Collaborate with a recruitment agency to develop action plans based on performance insights and drive continuous improvement initiatives.
• Training Evaluation and Feedback
• Conduct post-training evaluations to measure knowledge retention and skill proficiency and incorporate feedback into future training enhancements.
• Provide constructive feedback to agents on their performance, highlighting strengths and areas for development, and support their professional growth.

Customer Satisfaction Score

• Able to Drive Contact Center’s overall CSAT Score to 90% & above and maximize the CSAT Survey Answer Rate as much as possible.

• Any Degree Holder.
• Minimum 3 years of Experience in a similar role and Contact Center Background is a must.
• Must have knowledge of Customer Care Operation Support Systems and processes of customer service Operations.
• Strong written and verbal communications skills.
• Ability to use MS Word, Excel, Power Point, etc.
• Able to work Flexible Working Hours and under pressure.