Trainer and Quality Analyst - Deputy Manager

Job Description:

Job Description:

We are seeking an experienced and dynamic process trainer and quality analyst to train employees and analyse the performance quality that our B2B and B2C Customer service Agents deliver to our customers. Your key responsibilities will include enhancing customer satisfaction scores, carrying out training need analysis, maintaining training and quality reports, preparing training documents, working on providing outstanding customer service thereby promoting customer excellence. You will employ learning and development techniques to provide constructive feedback and personalized guidance to customer service agents to support their learning journey. You will need to have a professional conduct with a calm and composed demeanour to be able to handle any disputes with the quality scores, assessment scores etc. Your goal will be to enhance the overall quality of the team, their communication skills and their process knowledge through trainings and assessments. The ideal candidate will have a strong background in customer service, excellent communication skills, and a passion for training and development.

Key Responsibilities:

New Hire Training:

Develop and deliver engaging and interactive training programs for new team members on our products, SLAs, resolution processes, terms and conditions and effective communication strategies. Prepare the relevant Training Calendars. Support new hires during their OJT phase with nesting or mock calls/emails/chat to improve on their readiness before going on live channels.

Refresher Training: Lead refresher training sessions aimed at strengthening and improving the proficiency of team members. Remain updated on industry trends and internal updates. Prepare the relevant training calendars.

B2B Customer Service Expertise: Mentor Customer Service Agents to professionally interact with other businesses - maintaining the right verbal, written and listening skills while being mindful of their body language.

B2C Customer Service Expertise: Mentor Customer Service Agents to professionally interact with customers - maintaining the right verbal, written and listening skills while being mindful of their body language and displaying high levers of empathy and ownership.

Training Material Development: Identify, examine and assess the training needs and accordingly create and update visually appealing training materials, presentations, e-learning modules, knowledge management documents and other resources to ensure they align with the latest SOPs and Terms of Use. Gather feedback for training material developed and work on its improvement.

Performance Evaluation: Implement assessments and evaluations to measure the effectiveness of training programs. Provide constructive feedback to team members and to being about improvement in quality and CSat scores.

Mentorship: Provide guidance and mentorship to junior trainers and quality analysts, fostering an environment of professional growth and development within the team. Conduct Train the Trainer sessions to build internal network of trainers. Provide 1:1 coaching for new hires and tenured staff as needed.

Employee Engagement: Conducting fun and learning sessions to promote employee engagement.

Quality Monitoring: Build evaluation forms and evaluate the voice, email, and chat interactions of frontline colleagues according to established standards .Provide meaningful and constructive feedback based on these evaluations. Identify potential customer interaction issues (soft skills, customer service skills and behavioural issues) and highlight areas of opportunity to our business. Follow the call monitoring schedule as per the predefined timelines.

Calibration: Facilitate regular calibration meetings to discuss assessment strategies to ensure all evaluators are on the same page and initiate action plans for reducing variance.

Multitasking and time management: As this role includes playing the part of a trainer and QA, being able to switch smoothly between the two roles and carrying out functions of each role diligently would be important.

Reporting and Documentation: Maintain accurate records of evaluations, feedback, calibration sessions, training sessions, employee engagement and coaching sessions. Generate and publish regular training and quality reports and dashboards for Customer Service Managers. Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA).

Record Keeping: Maintain correct and accurate training and quality records.

Planning: Prepare the training calendar, the quality audit schedule and plan, schedule to publish quality reports, TNA reports, and monthly quality analysis reports.

Automation: Assist in automating the Training and Quality functions: training modules (gamification), audit forms, feedback and coaching, acceptance/dispute in quality scores by the customer service agents, signatures, timestamps, etc

Collaboration: Work closely with cross functional teams, leaders, managers, and relevant stakeholders to understand training needs and continuously improve training programs which translate concepts into engaging visual representations.

Process Improvement: Drive projects to enable process improvement as a whole within the team and within the organization.

Skills Required:

✓ Professional conduct with a calm and composed demeanour

✓ Strong written and verbal communication skills in grammatically correct English

✓ Graduate with a minimum of 7 years of experience in carrying out training and quality functions

✓ Proficient in MS Office applications (Excel, PowerPoint, Word, Outlook)

✓ Strong articulation and conflict management skills

✓ Willingness to work rotating shifts and on a roster

✓ Proactive approach with a positive attitude and flexibility to embrace change

✓ Strong attention to detail and willingness to learn

✓ Exercise good judgment and independent decision-making skills.

Desired Profile / Criteria / Skills :

Preferred Qualification:

✓ Excellent time-management, organizational, and prioritization skills

✓ Keen eye for detail and high level of accuracy

✓ Previous work experience in B2B and B2C domains

✓ Experience with Data Analytics

✓ Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and written.

✓ Detail-oriented, analytical, proactive approach to problem-solving and identification

✓ Must be in good standing in the current role, and a blue badge employee.

✓ Excited about working in a diverse group and contributing to an inclusive culture