Training Facilitator / Quality Assurance Analyst

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

Training Facilitator / Quality Assurance Analyst Req #4502 Manila, Metro Manila, Philippines

About the Job

We are changing the way people think about customer service, and we need your help!

Are you a leader with a passion to help people learn? We’re looking for a Quality Assurance Analyst/Training Facilitator to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities.

As Quality Assurance Analyst/Training Facilitator, You Will…

Main 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


• Report scripting problems or questions from callers to appropriate departments

Secondary Responsibilities

• 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

As Quality Assurance Analyst/Training Facilitator, You Have…

• 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 the ability to implement these principles into a 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 suggestions in a positive and developmental manner


• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls


• Ability to perform basic mathematical functions to ensure scoring accuracy


• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds


• Valid travel documents for international travel

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to @intouchcx.com for review and validation.

Job DetailsPay TypeSalaryEducation LevelBachelor's Degree