Training & DevelopmentDesign and deliver onboarding programs for new agents and team leaders.
Develop and maintain training curricula, standard operating procedures, scripts, knowledge bases, and e-learning materials.
Conduct training needs assessments with Operations and Account Management to identify skills and performance gaps.
Deliver refresher training, product and process updates, and targeted coaching.
Evaluate training effectiveness through assessments, quality results, and operational performance indicators.
Maintain training calendars, attendance records, assessment results, and certification records.
Coordinate pre-launch training to support new client accounts and projects.
Quality Assurance & Performance ImprovementOwn the quality assurance process across assigned accounts, including monitoring and evaluating calls, chats, and emails.
Conduct quality audits against approved scorecards, service standards, and compliance requirements.
Lead calibration sessions with Operations, Team Leaders, and quality stakeholders to ensure consistent and fair scoring.
Analyze quality trends, recurring errors, and process gaps, and develop targeted training and corrective action plans.
Deliver structured coaching and feedback using quality findings and customer satisfaction metrics, including CSAT and NPS.
Align training materials with quality benchmarks and calibration outcomes.
Maintain quality records, scorecards, and audit trails in line with applicable client requirements and quality frameworks.
Support internal and client audits, compliance reviews, and continuous improvement initiatives.
Prepare reports on training effectiveness, quality performance, and improvement actions for management.
Drive improvements in customer experience, quality scores, and first-call resolution.
Responsibilities
Training & DevelopmentDesign and deliver onboarding programs for new agents and team leaders.
Develop and maintain training curricula, standard operating procedures, scripts, knowledge bases, and e-learning materials.
Conduct training needs assessments with Operations and Account Management to identify skills and performance gaps.
Deliver refresher training, product and process updates, and targeted coaching.
Evaluate training effectiveness through assessments, quality results, and operational performance indicators.
Maintain training calendars, attendance records, assessment results, and certification records.
Coordinate pre-launch training to support new client accounts and projects.
Quality Assurance & Performance ImprovementOwn the quality assurance process across assigned accounts, including monitoring and evaluating calls, chats, and emails.
Conduct quality audits against approved scorecards, service standards, and compliance requirements.
Lead calibration sessions with Operations, Team Leaders, and quality stakeholders to ensure consistent and fair scoring.
Analyze quality trends, recurring errors, and process gaps, and develop targeted training and corrective action plans.
Deliver structured coaching and feedback using quality findings and customer satisfaction metrics, including CSAT and NPS.
Align training materials with quality benchmarks and calibration outcomes.
Maintain quality records, scorecards, and audit trails in line with applicable client requirements and quality frameworks.
Support internal and client audits, compliance reviews, and continuous improvement initiatives.
Prepare reports on training effectiveness, quality performance, and improvement actions for management.
Drive improvements in customer experience, quality scores, and first-call resolution.
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