Customer Service Training & QA Coach

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

Job summary

IntouchCX in Clark Freeport, Pampanga, Philippines is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 teams across Voice, Email, Chat and Social channels, recording, reviewing and evaluating performance while delivering training materials with creative methods.

The role requires a BS/BA in Education or Business Administration, 3+ years of contact center experience, QA exposure, knowledge of adult learning principles, and strong MS Office skills, along with

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience required.
• 3+ years of contact center experience preferred.
• 1-2 years of Quality Assurance experience preferred; knowledge of adult learning principles.
• Experience in customer service training.
• Proficient with MS Excel/Word/Office.
• Excellent communication and organizational skills.
• Ability to multi-task under high-pressure situations.
• Able 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 weekly.
• Attend meetings with supervisors and managers to review monitoring lists.
• Attend partner and internal calibration meetings.
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers.
• Report scripting problems or questions from callers to appropriate departments.
• Provide training to new and existing employees.
• Develop and deliver training plans and curriculum to classes of up to 25 people.
• Develop and utilize a variety of creative teaching techniques.
• Develops and administers knowledge assessment testing.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress, effectiveness and improvements.
• Perform other duties as assigned.

Skills

Quality Assurance

Coaching

Training Delivery

Adult Learning Principles

Verbal Communication

Written Communication

Time Management

Attention to Detail

Problem Solving

Education

Bachelor's Degree in Education or Business Administration

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX in Clark Freeport, Pampanga, Philippines is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 teams across Voice, Email, Chat and Social channels, recording, reviewing and evaluating performance while delivering training materials with creative methods.

The role requires a BS/BA in Education or Business Administration, 3+ years of contact center experience, QA exposure, knowledge of adult learning principles, and strong MS Office skills, along with