CX Training & Quality Assurance Specialist

IntouchCX; Manila; On-site; PHP 446,000 - 725,000; Full time

Job summary

IntouchCX in Manila is seeking a Quality Assurance Analyst/Training Facilitator to coach CSRs and monitor Tier 2 performance across voice, email, chat, and social channels. You will develop training plans, deliver engaging sessions, and compile QA and coaching reports weekly.

Ideal candidates hold a BS/BA in Education or Business Administration, have 3+ years in a contact center, 1–2 years QA experience, and strong MS Office skills.

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 and applying them to training curriculums.
• Experience in customer service training.
• Proficient with MS Excel, MS Word and MS Office.

Responsibilities

• Coach CSRs/Tier 2s on quality of service and proper procedures.
• Complete QA and coaching session reports weekly.
• Attend calibration meetings with supervisors and managers.
• Deliver training materials and develop engaging training plans.
• Maintain up-to-date training progress and effectiveness reporting.
• Assist with QA monitoring and coaching as needed.

Skills

Verbal communication

Written communication

Organizational skills

Time management

Multitasking

Problem solving

Active listening & analysis

Education

Bachelor's degree in Education or Business Administration

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX in Manila is seeking a Quality Assurance Analyst/Training Facilitator to coach CSRs and monitor Tier 2 performance across voice, email, chat, and social channels. You will develop training plans, deliver engaging sessions, and compile QA and coaching reports weekly.

Ideal candidates hold a BS/BA in Education or Business Administration, have 3+ years in a contact center, 1–2 years QA experience, and strong MS Office skills.