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Open nowPosted 30 days ago

Training Facilitator/ Quality Assurance Analyst

intouchcx269 open roles

Where
Clark Freeport, Pampanga, Philippines
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Your applicationOpen nowTraining Facilitator/ Quality Assurance Analystintouchcx · Clark Freeport, Pampanga, Philippines

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 30 days ago

The posting

  About the Job   We are changing the way people think about customer service, and we need your help!    Are you a leader with a passion to help people learn? We’re looking for a Quality Assurance Analyst/Training Facilitator  to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities.   As Quality Assurance Analyst/Training Facilitator, You Will…   Main Responsibilities

Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed Complete Quality Assurance and coaching session reports on a weekly basis Attend and participate in meetings with supervisors and managers to review monitoring lists Attend and participate in partner and internal calibration meetings Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers Report scripting problems or questions from callers to appropriate departments

  Secondary Responsibilities

Provide training to new and existing employees  Develop and deliver training plans and curriculum to classes of up to 25 people  Develop and utilize a variety of creative teaching techniques Develops and administers knowledge assessment testing  Assist with QA monitoring, feedback and coaching Maintain up-to-date reporting on training progress, effectiveness and improvements Perform other duties as assigned

  As Quality Assurance Analyst/Training Facilitator, You Have…  

BS/BA in Education or Business Administration or equivalent work experience required 3+ years previous contact center experience preferred 1-2 years of Quality Assurance experience (preferred) Knowledge of adult learning principles and the ability to implement these principles into a training curriculum  Experience in customer service training Intermediate knowledge of MS Excel, MS Word and MS Office (required) Strong verbal and written communication skills, including spelling and grammar Excellent organizational and time management skills Ability to multi-task under high-pressure situations Ability to solve problems and offer suggestions in a positive and developmental manner Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls Ability to perform basic mathematical functions to ensure scoring accuracy Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Valid travel documents for international travel

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