Training Facilitator / Quality Assurance Analyst

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

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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.

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 [e-mail] for review and validation.