Training and Quality Assurance Executive

Mô tả Công việc
QA (70%)
Conduct regular calibration benchmarking sessions.
Ensure that professional call, email, chat message and case standards are maintained through consistent coaching.
Monitor and evaluate agent's performance to identify areas for improvement and provide coaching and feedback to help improve performance.
Training (20%)
Prepare training materials, conduct training sessions focused on customer experience when newbies on-board, new policies...
Assess training needs and identify areas where additional training is required.
Conduct enhancement-training when having requirements from Managers and Team Leaders.
Other tasks (10%): Handling other assigned tasks from the Managers and Team Leaders.
Conduct regular calibration benchmarking sessions.
Ensure that professional call, email, chat message and case standards are maintained through consistent coaching.
Monitor and evaluate agent's performance to identify areas for improvement and provide coaching and feedback to help improve performance.
Prepare training materials, conduct training sessions focused on customer experience when newbies on-board, new policies...
Assess training needs and identify areas where additional training is required.
Conduct enhancement-training when having requirements from Managers and Team Leaders.