Process Trainer and Quality Analyst
3 days ago
We are seeking an experienced and dynamic professional to join our team as a Process Trainer and Quality Analyst. This role involves training employees and analysing the performance quality that our Customer Service Agents deliver to customers.
Key Responsibilities:
- New Hire Training: Develop engaging and interactive training programs for new team members on products, SLAs, resolution processes, terms and conditions and effective communication strategies.
- Refresher Training: Lead refresher training sessions aimed at strengthening and improving the proficiency of team members.
- B2B Customer Service Expertise: Mentor Customer Service Agents to professionally interact with other businesses.
- B2C Customer Service Expertise: Mentor Customer Service Agents to professionally interact with customers.
The ideal candidate will have strong written and verbal communication skills in grammatically correct English, experience in carrying out training and quality functions, and proficiency in MS Office applications.
Skills Required:
- Strong articulation and conflict management skills
- Willingness to work rotating shifts and on a roster
- Proactive approach with a positive attitude and flexibility to embrace change
- Strong attention to detail and willingness to learn
Qualifications:
- Bachelor's degree in business or relevant work experience
- Professional experience in using English with all skills (reading, writing, listening, speaking)
- 7+ years of relevant experience in conducting training and as a quality analyst
About this Role:
- This is an exciting opportunity to develop your skills and expertise as a Process Trainer and Quality Analyst.
- You will have the chance to work with a talented team and contribute to the success of our organisation.
What We Offer:
- A competitive salary package
- Opportunities for career advancement
- A dynamic and supportive work environment
Contact Information:
- Please submit your application via [insert link]
-
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