QA & Training Facilitator for Customer Experience

IntouchCX; Metro Manila; On-site; PHP 335,000 - 670,000; Full time

Job summary

IntouchCX in the Philippines is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 performance across Voice, Email, Chat, and Social channels. You will record, review and evaluate interactions, and deliver training materials using creative teaching techniques.

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

Qualifications

• Education or business background required or equivalent experience.
• Experience in a contact center or training environment preferred.
• Knowledge of adult learning principles and training delivery methods.

Responsibilities

• Coach CSRs/Tier 2s on quality of service and adherence to procedures.
• Submit weekly QA and coaching session reports.
• Attend calibrations and meetings with supervisors, managers, and partners.
• Develop and deliver training plans and curriculum for classes up to 25 people.
• Provide training to new and existing employees and maintain training progress reports.
• Assist with QA monitoring, feedback and coaching activities.
• Perform other duties as assigned.

Skills

Verbal and written communication

Time management

Multi-tasking under pressure

Problem solving

Interpersonal communication

Education

Bachelor's degree in Education or Business Administration

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX in the Philippines is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 performance across Voice, Email, Chat, and Social channels. You will record, review and evaluate interactions, and deliver training materials using creative teaching techniques.

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