Job Description
Job Title: Trainer/Quality Assurance (QA) Specialist – Call Center
We are seeking a dynamic and detail-oriented Trainer/Quality Assurance Specialist to join our call center team. The ideal candidate will play a dual role in developing the skills of our customer service representatives and ensuring consistent quality in service delivery. This position requires a balance of training expertise, analytical skills, and a passion for enhancing both individual and organizational performance.
Key Responsibilities:
Training Duties:
- Design and deliver engaging training programs for new hires and existing employees, focusing on product knowledge, customer service skills, and call-handling techniques.
- Conduct needs assessments to identify skill gaps and develop tailored training solutions.
- Create and update training materials, including presentations, manuals, and e-learning modules.
- Facilitate workshops and ongoing learning sessions to ensure employees remain informed about updates in policies, procedures, and technologies.
- Monitor the progress of trainees through evaluations, feedback sessions, and performance tracking.
Quality Assurance Duties:
- Conduct call monitoring, chat/email reviews, and other quality checks to assess agent performance against established standards.
- Develop and maintain QA scorecards, reports, and feedback mechanisms to evaluate trends and improvement opportunities.
- Provide actionable feedback to agents and supervisors to improve service quality and operational efficiency.
- Collaborate with team leaders to address recurring quality issues and implement corrective actions.
- Ensure compliance with company policies, client requirements, and industry standards.
