Training Facilitator/ Quality Assurance Analyst

IntouchCX; Morong; On-site; PHP 360,000 - 600,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 teams, recording, reviewing and evaluating Voice, Email, Chat and Social contacts. You will deliver training materials using creative teaching techniques and coach staff to improve performance.

The role requires 3+ years in a contact center and 1-2 years QA experience, with strong MS Office skills and the ability to travel internationally. A BS/BA in Education or Business Administration is preferred.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience.
• 3+ years contact center experience preferred.
• 1-2 years QA experience preferred.
• Knowledge of adult learning principles and ability to implement into training curriculum.
• Experience in customer service training.
• Strong verbal and written communication skills.
• Excellent organizational and time management skills.
• Ability to travel internationally.

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.
• Develop and deliver training plans and curriculum to classes of up to 25 people.
• Develops and administers knowledge assessment testing.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress, effectiveness and improvements.

Skills

Quality Assurance

Training facilitation

Coaching

MS Excel

Education

BS/BA in Education or Business Administration

Tools

MS Excel

MS Word

Office Suite

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.

As Quality Assurance Analyst/Training Facilitator, You Will…

• 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