BPO Contact Centre Project Manager, Trainer and Quality Auditor

Octopus8 Private Limited; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading tech company specializing in AI-powered business process outsourcing seeks a BPO Contact Centre Trainer and Quality Auditor. This full-time opportunity entails developing training programs and conducting quality assessments to enhance service delivery. Ideal candidates will have a strong background in training and quality assurance, with a passion for using AI to innovate customer experiences. Join us to shape the future of customer service in a dynamic work environment.

Benefits

Opportunities for professional growth and development

Dynamic work environment

Competitive salary and benefits package

Chance to work with cutting-edge technologies

Qualifications

• Minimum of 3 years of experience in contact center training and quality assurance roles.
• Strong understanding of customer service best practices.
• Familiarity with AI and automation technologies.

Responsibilities

• Develop and deliver training programs for customer service representatives.
• Conduct regular quality audits of customer interactions.
• Generate reports on training effectiveness and quality metrics.

Skills

Communication

Presentation

Analytical Skills

Problem Solving

Adaptability

Education

Diploma or Bachelor's degree in a relevant field

Tools

e-learning platforms

Job description

Company Overview: Octopus8 is an innovative tech leader in AI-powered business process outsourcing. We provide intelligent automation solutions and services in customer service, technical support, digital services, and sales. Our mission is to drive efficiency and productivity while keeping people at the center of our operations.

Position Overview: We are looking for a dynamic and experienced BPO Contact Centre Trainer and Quality Auditor to join our growing team. In this role, you will be responsible for developing and delivering high-quality training programs and conducting thorough quality audits to ensure our customer service representatives provide exceptional service. You will play a crucial role in maintaining our standards of excellence and integrating AI-powered tools into our training and quality assurance processes.

Reporting: This position reports to the Digital Client Success Program Manager.

Key Responsibilities:

1. Training Development and Delivery:
   • Design and develop comprehensive training programs
   • Conduct engaging and interactive training sessions for new hires and existing staff
   • Create and update training materials, including e-learning modules and hands-on workshops
   • Assess training effectiveness and make continuous improvements
2. Quality Assurance:
   • Develop and implement quality assurance frameworks and methodologies
   • Conduct regular quality audits of customer interactions across various channels
   • Analyze quality metrics and provide actionable insights to improve performance
   • Collaborate with the Digital Client Success Program Manager to align quality standards with client expectations
3. Performance Improvement:
   • Identify skill gaps and develop targeted training interventions
   • Provide coaching and mentoring to customer service representatives
   • Work closely with team leaders to address performance issues and implement improvement plans
4. Technology Integration:
   • Stay up-to-date with the latest AI and automation technologies in the BPO industry
   • Incorporate AI-powered tools into training programs and quality assurance processes
   • Collaborate with the IT team to optimize the use of CRM and omni-channel systems in training and QA
5. Reporting and Analytics:
   • Generate regular reports on training effectiveness and quality metrics
   • Analyze trends and patterns to identify areas for improvement
   • Contribute to Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with insights on training and quality

Requirements:

• Diploma or Bachelor's degree in a relevant field or equivalent professional experience
• Minimum of 3 years of experience in contact center training and quality assurance roles
• Strong understanding of customer service best practices and industry standards
• Experience with e-learning platforms and instructional design
• Familiarity with AI and automation technologies in the BPO industry
• Excellent communication and presentation skills
• Strong analytical and problem-solving abilities
• Adaptability and willingness to learn new technologies and methodologies

What We Offer:

• A dynamic and innovative work environment at the forefront of AI-powered BPO
• Opportunities for professional growth and development
• Competitive salary and benefits package
• Chance to work with cutting-edge technologies and shape the future of customer service

At Octopus8, we believe in hiring for attitude and empowering for altitude. If you're passionate about training, quality, and leveraging AI to enhance customer experiences, we want to hear from you!

Position: Full time Hours: 08:30am – 6:00pm Location: Singapore, One North or Client site