???????,Training And Quality Assurance Specialist (Call Centre/Bpo)

- Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.
- Provides training on culture, call types, soft skills, and handling difficult customers.
- Facilitates training for employees on all aspects of client projects
- Identifies relevant quality-related training needs
- Arrange periodic calibration sessions with Operations to ensure calibration on program-related issues.
- Develops tools such as creating scripts and call flows to support customer service strategies which will help increase agent’s ability to communicate the value proposition of the products and services being offered.
- Works with Operations to address employee performance gaps
- Participates in client interaction (includes effective curriculum feedback and client visits)
- Ensures compliance with client’s standards and policies
- Ensures Monthly Quality Assurance Department Report is completed and submitted to supervisor/manager on time.
- Ensures timely completion of weekly quality audits.
- Performs other related duties and assignments as required and assigned by immediate supervisor and/or manager.