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Quality Specialist & Trainer

3.00 to 7.00 Years   Mumbai City   17 Apr, 2023
Blenheim Chalcot Group
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    • The Trainer is responsible for the training and development of contact center personnel in the areas of customer experience and client deliverables & expectations including product information and customer service. The Trainer is expected to conduct training with emphasis on customer experience and product knowledge to meet good customer outcomes while providing quality service.
    • Deliver all types of training related to frontline customer service (emails, web-chats and calls) and process & product knowledge
    • Monitor, evaluate and score inbound calls & provide feedback. Calibration sessions, employee communication sessions.
    • Conduct / Lead training sessions.
    • Partner with clients in conducting TNA, designing and developing learning content
    • Evaluate training results and identify opportunities
    • Provide operational support by resolving learning gaps affecting performance
    • Work on projects from end-to-end project cycles, starting at project conceptualization to implementation, and revisions
    • Careful scrutinizing of the details provided by the clients. Meet the Quality Standards and norms and recommend ways to improve the process based on the study conducted.
    • Role also involves detailed data analysis. Knowledge of different QA Tools will be an added advantage.
    • Achieve process SLAs, ensure process improvement and adherence to maximum QA Scores
    • The Candidate will also be responsible for share feedbacks through presentations in view of continuous process improvement.
    • Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided
    • Able to communicate goal, approach, effort required to his team in a participative environment.
    Qualifications:
    • Bachelor s Degree Graduate
    • Has a minimum of (3+) years solid trainer experience who handled Financial Technology or Financial programs in the BPO/call center industry.
    • Excellent oral and written communication skills at all levels of the organization.
    • Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.
    • Demonstrate solid presentation and facilitation skills by having the ability to speak in front of medium to large-sized groups
    • Dependability regarding completion of assignments and attendance.
    • Knowledge of blended learning/e-learning best practices
    • Able to work with various stakeholders in the company to gather project requirements, clarify project specifications, review and approve project outcomes
    • Can handle comments and feedback constructively
    • Able to work independently and with teams
    • Intermediate to advanced presentation and facilitation skills
    • Has strong people management and project management skills
    • Excellent oral and written communication skills.
    ,

Keyskills :
auditingquality assurancequalityqa tools

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