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QA Analyst & Trainer (7438) Eastwood

1 - 4 years
Posted: 2019-02-12

Software Engineer/Programmer
Posted On
12th Feb 2019
Job Ref code
Job Description
Job Description :

Key Responsibilities:
  • Create quality and training programs. Leads, monitors, and evaluates the success and progress of employee adherence and understanding of these programs.
  • Develop and implement training programs for operations, including ongoing and refresher training support continuous improvement.
  • Responsible for knowledge management delivery and maintenance; develop, maintain, and update reference materials, manuals, and job aids, (including electronic manuals, lists) for operations. Ensure tools and content are cohesive and accessible to call center staff.
  • Monitor training results through course evaluations and utilizes the results to improve the training programs.
  • Recommend solutions for performance issues and potential areas for training.
  • Identify where staff needs correction, coaching or feedback.
  • Produce reports to illustrate successes and shortfalls including recommended actions
  • Evaluate calls to ensure consistency across sites and division
  • Monitor calls to ensure agents are compliant, competent and that they are conducting themselves in accordance with legislative and company guidelines
  • Complete all call quality documentation, including logging non-conformances and coaching provided
  • Analyze call outcomes, identify trends and raise through the correct channels
  • Work as a SME who can support the production floor
  • Assist the TL for coaching and improving the team productivity and fostering positive team culture
  • Manage assistant TLs
  • Communicate with client regularly to improve the work efficiency and provide feedback.

Job Requirements:
  • College graduate, or equivalent
  • >=2-year experience in a call center setting or equivalent
  • Experience in developing training manuals, documents and processes
  • Proven experience in training in a learning environment
  • Experience using telephone/dialing systems

Other skillset required:
  • Strong Dependability and work ethic
  • Strong written and verbal communication skills
  • Strong presentation and public-speaking abilities
  • Effective time management and organization skills
  • Ability to be proactive, self-motivated and self-directed
  • Ability to navigate multiple desktop/web applications
  • Ability to work and collaborate in a team environment
  • Excellent interpersonal skills
  • Acute attention to detail

About Company

MicroSourcing is one of the leading offshoring and outsourcing solutions providers in the Philippines. Voted Best Non-voice Excellence Company of the Year in 2014, we are not your average BPO. We cater to foreign companies who operate in a wide variety of industries from all over the world. Therefore, you have the opportunity to do what you love and grow your career. Our offices are located at Eastwood City, Mall of Asia Complex, Bonifacio Global City, Ortigas Center, and Cebu IT Park, all easily accessible no matter where you live. Join our growing family and be part of an international and collaborative working environment. Visit and apply at one of our Career Hubs, Monday-Friday, 9AM-5PM with your updated resume and a valid ID: Eastwood Career Hub - 6th Floor, 1880 Building, Eastwood City Cyberpark, Bagumbayan, Quezon City | Ortigas Career Hub - 32nd Floor, Cyberscape Beta Building, Topaz Road, Ortigas Center, Pasig City | MOA Complex Career Hub - Ground Floor, TwoE-com Center, Mall of Asia Complex, Pasay City |

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