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 principlesGoogle suiteGoogle AnalyticsProficiency in MS OfficeBachelor's/College degreeProven interest in technology and how it is changing the world of workWith at least two years of Training and Quality Lead experience.
Essential duties and responsibilities
QUALITYConduct quality assurance evaluations (internal audits) for employees to improve the customer experienceProvides immediate feedback to employees who incur critical errorConducts regular feedback to employees regarding their quality auditsSpearheads 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.
TRAININGDeliver training for newly hired FTEsResearch on Client Products/ Services and offer overall training solutionsProvide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situationParticipate in training discussions with the clientsAdminister needs analysis/ skill gap assessment and conduct a refresher trainingCarry out a needs assessment and performance reviews to officersCoordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experienceCoordinate with Recruitment, IT and liaising with the HR teamMaintains knowledge and understanding of company policies and procedures