Supervisor, Quality and Training (Call Center)

Working Location: OneHub, District 9, Thu Duc
Time: Rotating shift (5days/week)
Role & Responsibilities:

Participating in internal & external calibrations
Responsible for managing team of QAs & Trainer
Reduce learning curve and help enhance product/process knowledge of new joiners.
Making recommendations and driving improvement
Communication to heighten awareness and focusing on importance of positive customer experience
Ensuring that internal policies, procedures, and compliance regulations are being followed
Ensuring that internal policies, procedures, and compliance regulations are being followed
Data analysis and making designated reports/decks
Client & stakeholder managment

General and Specific skills

Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Ensure that Process quality and training is delivered effectively in the stipulated timelines
Evaluate process quality and take corrective actions which should be tangible
At least 1 year experience in QA cum Trainer Team leader for Call Center
Ensure uniform quality of training being delivered by all training teams in line with client requirement • Interact and streamline channels of communications with other Functions and Clients
Evaluate effectiveness of T & D interventions
Improve calibration of QIC, SME and CSM within team
Design and develop Quality framework

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Cập nhật gần nhất lúc: 2024-08-13 08:45:02