Call Centre Quality Trainer
Posted on :
23-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2421451
- Evaluate customer interactions to ensure they meet quality standards, using a predefined framework This involves regularly assessing a specified number of contacts per agent based on department need.
- Provide timely and constructive feedback to customer service agents based on assessment results.
- Develop coaching plans to address areas of strength and weakness and provide coaching sessions to agents to enhance their skills.
- Provide necessary briefings or meetings based on observations from quality assessments/new updates or processes that require cascading.
- Responsibility to update and suggest improvements to the knowledge base, templates, and omni guide.
- Manage the engagement calendar and plan team activities, ensuring a positive and organized work environment that contributes to the overall well-being and engagement of team members.
- Coordinate with team leaders to conduct training sessions for customer service agents. These sessions are often for new joiners or based on observations and assessments of individual and team performance.
- Attend monthly calibration sessions with the QA manager and supervisors to ensure calibration consistency.
- Assist in training sessions focused on NPS, CSAT, and the Quality Framework to enhance customer experience and overall contact centre.
- Share necessary communication emails with the contact centre including the new updates or campaigns/promotions shared by the brand.
- Sharing promotions calendar and ensure team members are trained and ready to support during sale.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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