Vietnamese Trainer (Customer Service / BPO Environment)

As a part of the role you are required to deliver soft skills, product and system trainings company-wide. Conduct assessment and ensure hired agents are ready to perform their daily tasks. You will be responsible for analysing and maintaining quality standards and measuring quality of all interactions of the agents with the customer.
Responsibility/Activity:
*** Training and Development
- Training new hired and existing employee for company's product and services
- Provide new hired staff with training within their probation period
- Design training program and improve existing training programs if it is necessary
- Design training materials such as hand book, calculation tasks and to make corrections in existing training materials if it is necessary
- Ensure the level of professional skills and knowledge of all employees is on target
- Update all employees' knowledge about new services provided by the company, changed conditions etc.
- Assist all employees and trainees in their work performance
- Perform other tasks assigned by management within the competence
- To be accountable for employees training hours attendance
- Prepare all the specified reports and other work documentation in time
- To be responsible for all operations and staff management administrative work in the office
- To design topic exam papers and to make corrections in existing exam papers
- Schedule and conduct seminars with confirmed employees
- To schedule and conduct trial assessments for newly on boarded employees
- Track the assessment performance of the staff
- To track the assessment performance of the staff to finalize average scores for salary increment
- To schedule and conduct assessments for confirmed employees and conduct an analysis of staff seminar and assessment performance
- To prepare performance and confirmation report of new hiring staff
- Provide opportunities for ongoing development
*** Quality Assurance:
- To monitor inbound and outbound all clients` communication channels according to the QA template
- To verify customer service results by measuring skills in use of product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of communication channels
- To provide feedback and coaching to support on daily/weekly/monthly basis
- To coordinate with Team Leaders to arrange a schedule for coaching of the team
- To coordinate with Knowledge Manager and Team Leaders in improving the quality of company's services/products
- To work with Training Manager to evaluate and recommend alternative methods of chat/email/call monitoring
- To use all available reports to compile and track performance at department, team and team member level
- To prepare and analyze internal quality reports to QA Leader/Manager
- To Identify training needs by evaluating strengths and weaknesses
- Monitoring and analyzing the interactions between supports and clients to ensure customer supports are performing to standard;
- Responsible for establishing a corporate quality of service that promotes quality assurance and customer satisfaction which would positively impact the program
To champion continuous improvement efforts and campaigns
- initiate, implement and drive quality improvement activities as appropriate to raise performance levels