Training and Quality Lead (ES 32055C)

Training and Quality Lead (ES 32055C)

Enshored Inc.
Not Specified
Not Specified

Job Description

Enshored seeks a detail-oriented, diligent, and hard-working Training and Quality Lead to work with a fast-growing technology-enabled account. These are high-impact roles and offer great opportunities for career advancement in a BPO setting.
Hours will depend on the client's need.
Minimum Requirement Qualifications:
  • Knowledge in QA Fundamentals and principles
  • Google suite
  • Google Analytics
  • Proficiency in MS Office
  • Bachelor's/College degree
  • Proven interest in technology and how it is changing the world of work
  • With at least two years of Training and Quality Lead experience.

  • Essential duties and responsibilities
  • Conduct quality assurance evaluations (internal audits) for employees to improve the customer experience
  • Provides immediate feedback to employees who incur critical error
  • Conducts regular feedback to employees regarding their quality audits
  • Spearheads in internal and external calibration sessions and provide calibration results.
  • Generate weekly, monthly, and quarterly quality audit-related reports, which shall be sent out to internal clients such as Operations Manager and team captain.
  • Help improve our frontline consultants technical competence through quality evaluations that identify both strengths and development opportunities.

  • Deliver training for newly hired FTEs
  • Research on Client Products/ Services and offer overall training solutions
  • Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation
  • Participate in training discussions with the clients
  • Administer needs analysis/ skill gap assessment and conduct a refresher training
  • Carry out a needs assessment and performance reviews to officers
  • Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
  • Coordinate with Recruitment, IT and liaising with the HR team
  • Maintains knowledge and understanding of company policies and procedures

  • Job Details

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