Key Responsibilities:
- Training Development and Delivery:Design and develop comprehensive training programs
Conduct engaging and interactive training sessions for new hires and existing staff
Create and update training materials, including e-learning modules and hands-on workshops
Assess training effectiveness and make continuous improvements
- Quality Assurance:Develop and implement quality assurance frameworks and methodologies
Conduct regular quality audits of customer interactions across various channels
Analyze quality metrics and provide actionable insights to improve performance
Collaborate with the Digital Client Success Program Manager to align quality standards with client expectations
- Performance Improvement:Identify skill gaps and develop targeted training interventions
Provide coaching and mentoring to customer service representatives
Work closely with team leaders to address performance issues and implement improvement plans
- Technology Integration:Stay up-to-date with the latest AI and automation technologies in the BPO industry
Incorporate AI-powered tools into training programs and quality assurance processes
Collaborate with the IT team to optimize the use of CRM and omni-channel systems in training and QA
- Reporting and Analytics:Generate regular reports on training effectiveness and quality metrics
Analyze trends and patterns to identify areas for improvement
Contribute to Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with insights on training and quality
