QA Trainer

Trainer for Customer Engagement across all Non-Physical customer touch points

**Unique Job Role**
QA Trainer

**Function**
Corp

**Reporting to**
Head UCE

**Business**
CRM

**Grade**

**Date**
Job Details
Customer Service Trainer, will be responsible for the training of our contact center and Retail teams interacting with customers across all non-physical touch points. Trainer will ensure that all trainees understand and grasp the required concepts comprehensively.
External Interfaces
Internal Interfaces
- Technology partners, Vendors
- Customers
- Contact Center
- Business teams
- CRM Team
- Service teams
- IT Team
- MIS Agents
- Team Members
Job Requirements
Education
Graduation
Relevant Experience
2 + years
Behavioural Skills
- Learning Ability
- Perseverance
- Overcoming failures
- Listening
- Cross-functional teaming
- Futuristic Thinking
- Conflict Management
- Proactive
- Coaching
Knowledge
- Business Familiarity
- Call Center Operations
- Performance management
- Quality Parameters
- Quality Assurance
- Coaching Methodology
- Excellent verbal, written and interpersonal communication skills
- Training Skills
- Knowledge of Learning Styles
- Excellent time management and organizational skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Focus on quality and customer service
- Exceptional listening and analytical skills
- Must be able to effectively deal with people at all levels inside and outside of the Company
- Proficiency in written communication
- Ability to multitask and successfully operate in a fast paced collaborative environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (intermediate Word, Excel and PowerPoint)
- Multi-lingual a plus (English and Hindi a Must)
Expected Process Contributions
Expected Process Contribution
Process Outcome
Performance Measure
- Devise and schedule customer service curriculum for all representatives
- Modify training modules for new campaigns or events
- Train on specific call handling modules including conflict management, objection handling, probing, resolution communication and assurance, empathy etc
- Write training documents to ensure policy compliance
- Augment presentations with appropriate videos, slides, and graphics
- Conduct role-playing scenarios for real-world experiences
- Identify and address top call drivers and develop effective training capsules correspondingly
- Work on Continuous development through TNI and corresponding training
- Delivery of effective customer service by trainees across Customer Touch points at Contact Center and Stores
- CSAT
- Revenue
- Conversion rate
- Meaningful interaction insights
- Productivity
RCA and Process Improvement
- Study customer journey on Interactions
- Identify root causes for defects identified through analysis of call trends
- Work with process owners and QA team to remove defects identified
- Observe and report impact of training intervention
- Document SOP wrt change in processes
- Work on knowledge retention framework
- Build and administer Knowledge checks
- Crafting seamless customer journey and Experience
- Defect prevention and process improvement

: Trainer for Customer Engagement across all Non-Physical customer touch points

**Unique Job Role**
- QA Trainer
- **Function**
- Corp
- **Reporting to**
- Head UCE
- **Business**
- CRM
- **Grade**

**Date**
- Job Details
- Customer Service Trainer, will be responsible for the training of our contact center and Retail teams interacting with customers across all non-physical touch points. Trainer will ensure that all trainees understand and grasp the required concepts comprehensively.
- External Interfaces
- Internal Interfaces
Technology partners, Vendors
- Customers
- Contact Center
- Business teams
- CRM Team
- Service teams
- IT Team
- MIS Agents
- Team Members
- Job Requirements
- Education
- Graduation
- Relevant Experience
- 2 + years
- Behavioural Skills
Learning Ability
- Perseverance
- Overcoming failures
- Listening
- Cross-functional teaming
- Futuristic Thinking
- Conflict Management
- Proactive
- Coaching
- Knowledge
Business Familiarity
- Call Center Operations
- Performance management
- Quality Parameters
- Quality Assurance
- Coaching Methodology
- Excellent verbal, written and interpersonal communication skills
- Training Skills
- Knowledge of Learning Styles
- Excellent time management and organizational skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Focus on quality and customer service
- Exceptional listening and analytical skills
- Must be able to effectively deal with people at all levels inside and outside of the Company
- Proficiency in written communication
- Ability to multitask and successfully operate in a fast paced collaborative environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be profi