CX Training & Quality Assurance Coach

IntouchCX; Morong; On-site; PHP 350,000 - 520,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 teams acrossVoice, Email, Chat and Social contacts. Deliver training materials using creative methods and drive continuous performance improvement.

Required are a BS/BA in Education or Business Admin, 3+ years in a contact center and QA experience, plus strong MS Office skills and excellent communication. Travel may be needed; HR contact: [e-mail].

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience required.
• 3+ years previous contact center experience preferred.
• 1-2 years of Quality Assurance experience (preferred).
• Knowledge of adult learning principles and ability to implement into training curriculum.
• Experience in customer service training.
• Intermediate knowledge of MS Excel, MS Word and MS Office (required).
• Strong verbal and written communication skills, including spelling and grammar.
• Excellent organizational and time management skills.
• Ability to multi-task under high-pressure situations.
• Ability to solve problems and offer constructive suggestions.
• Ability to listen attentively to analyze calls.
• Ability to perform basic mathematical functions for scoring.
• Ability to work with diverse colleagues.
• Valid travel documents for international travel.

Responsibilities

• Coach CSRs/Tier 2s on quality of service and procedures.
• Complete QA and coaching session reports weekly.
• Participate in meetings to review monitoring lists.
• Attend calibration meetings with partners and internal teams.
• Research escalated issues and co-deliver coaching with team leaders.
• Report scripting problems to appropriate departments.
• Provide training to new and existing employees.
• Develop and deliver training plans and curriculum to classes of up to 25.
• Develop and use a variety of teaching techniques.
• Administer knowledge assessments.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date training progress and effectiveness reports.
• Perform other duties as assigned.

Skills

3+ years contact center experience

Quality Assurance experience

Adult learning principles

Customer service training

MS Excel

MS Word

MS Office

Verbal communication

Written communication

Organizational skills

Time management

Multi-tasking

Problem solving

Active listening

Math skills

Interpersonal skills

Travel documents

Education

BS/BA in Education or Business Administration

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 teams acrossVoice, Email, Chat and Social contacts. Deliver training materials using creative methods and drive continuous performance improvement.

Required are a BS/BA in Education or Business Admin, 3+ years in a contact center and QA experience, plus strong MS Office skills and excellent communication. Travel may be needed; HR contact: [e-mail].