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Training and Quality Assurance Specialist
2 weeks ago
We are seeking a results-driven Training and Quality Assurance Specialist to join our team. As a key member of our organization, you will be responsible for designing, implementing, and evaluating training programs to enhance the skills of our customer-facing agents.
The ideal candidate will possess excellent analytical and communication skills, with the ability to work effectively in a fast-paced environment. You will be expected to collaborate closely with cross-functional teams to identify areas for improvement and develop targeted solutions.
Key Responsibilities:
- Training and Development: Conduct comprehensive training sessions on product knowledge, soft skills, and SOPs relevant to our campaigns. Identify gaps in training effectiveness and provide regular refresher courses to ensure agent proficiency.
- Service Quality Monitoring: Perform audits to assess service quality, monitor agent interactions for compliance with internal SOPs and client requirements, and document quality observations.
- Quality Standards and Compliance: Support the development and execution of quality initiatives aligned to national standards and champion service excellence through the promotion of employee recognition programs and staff certifications.
Required Skills and Qualifications">
To succeed in this role, you will need:
- Minimum 2 years' experience in a similar capacity within a contact centre, customer service or training/QA role.
- Strong analytical skills and attention to detail in reviewing transactions and identifying gaps.
- Excellent communication and interpersonal skills for coaching and stakeholder engagement.
- Familiarity with quality assurance practices, call auditing, and service recovery processes.
- Proficient in MS Office (especially Excel and PowerPoint) and comfortable working with data and audit tools.
Benefits">
As a valued member of our team, you can expect:
- A competitive salary and benefits package.
- Ongoing training and professional development opportunities.
- A dynamic and supportive work environment.
Others">
If you are a motivated and detail-oriented individual with a passion for training and quality assurance, we encourage you to apply. Please submit your resume and cover letter to [insert contact information].
