Customer Service Quality Assurance

• Give daily coaching to agents for any mistakes found (if required) from Quality Assurance results
• Plan, organize and conduct training programs, seminars, and conferences for Customer Service Representatives from Quality Assurance results
• Collect the feedback and follow the improvement fields of agents after each training session
• Write material for new training programs; reviews evaluates and modifies existing and proposed programs and recommends appropriate changes
• Conduct quality monitors and assist with new hire feedback
• Administer and evaluates training program qualification tests and determines the eligibility of prospective attendees
• Prepare and distribute training aids such as instructional material, handouts, evaluation forms, and visual aids; set up audiovisual equipment and make presentations when necessary
• Schedule the appropriate classroom and prepares the physical setup
• Conduct skills, technical, management, and staff development training courses
• Evaluate needs and develop new training materials and/or revises current material utilizing corporate standards to ensure the brand chat training needs are met
• May be required to assist management with floor support as needed
• Keep all proprietary information of the company and provided accounts confidentiality