Customer Experience Training & QA Specialist

IntouchCX; Morong; On-site; PHP 360,000 - 600,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 teams, recording, reviewing and evaluating Voice, Email, Chat and Social contacts. You will deliver training materials using creative teaching techniques and coach staff to improve performance.

The role requires 3+ years in a contact center and 1-2 years QA experience, with strong MS Office skills and the ability to travel internationally. A BS/BA in Education or Business Administration is preferred.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience.
• 3+ years contact center experience preferred.
• 1-2 years QA experience preferred.
• Knowledge of adult learning principles and ability to implement into training curriculum.
• Experience in customer service training.
• Strong verbal and written communication skills.
• Excellent organizational and time management skills.
• Ability to travel internationally.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed.
• Complete Quality Assurance and coaching session reports on a weekly basis.
• Attend and participate in meetings with supervisors and managers to review monitoring lists.
• Attend and participate in partner and internal calibration meetings.
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers.
• Develop and deliver training plans and curriculum to classes of up to 25 people.
• Develops and administers knowledge assessment testing.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress, effectiveness and improvements.

Skills

Quality Assurance

Training facilitation

Coaching

MS Excel

Education

BS/BA in Education or Business Administration

Tools

MS Excel

MS Word

Office Suite

Job description

IntouchCX is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 teams, recording, reviewing and evaluating Voice, Email, Chat and Social contacts. You will deliver training materials using creative teaching techniques and coach staff to improve performance.

The role requires 3+ years in a contact center and 1-2 years QA experience, with strong MS Office skills and the ability to travel internationally. A BS/BA in Education or Business Administration is preferred.