Training And Quality Manager (Customer Service)

TRAINING &
QUALITY MANAGER - CUSTOMER SERVICE
Location
: OfficeHaus Building, 32 Tan Thang, Tan Son Nhi Ward, Ho Chi Minh City
Working
Time
: 5 days/week
Language
Proficiency
: English (B2 level)
About the job
Duties and Responsibilities
Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting
Responsible for overall planning, implementation and improvement of training quality
Design new processes for QC functioning to meet specific business requirements
Drive process level compliance
Drive CSAT and Quality for the account
Incubation of QC in all new processes.
Facilitate and identify potential areas for improvement and actively participate in process improvement initiatives and drive incremental improvements.
Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC and other lean six sigma methodologies
Train / mentor AMs and QA's, operations teams on quality tools and concepts
Set up, improve, drive and streamline the TNI for Refresher &
Coaching
Observe, analyze, and develop Training Team Leads / Trainers by using different methods such as classroom observations, trainers' self-transactions, RTR scores, training metrics
Meet new hire batches regularly during training period to assess early warning system, trainees' motivation and overall experience
Hiring Requirements
At least 3-year experience in QA cum Trainer Manager for Call Center
Ensure quality based intervention
Ensure that Process quality and training is delivered effectively in the stipulated timelines
Evaluate process quality and take corrective actions which should be tangible
Evaluate effectiveness of T &
D interventions
Improve calibration of QIC, SME and CSM within team
Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Design and develop Quality framework
Ensure uniform quality of training is being delivered by all training teams in line with client requirement
Interact and streamline channels of communications with other Functions and Clients