Training and Quality Assurance Executive

6 Days ago • 1-3 Years

About the job

Summary_{By Outscal}

Training and Quality Assurance Executive to ensure Customer Experience employees receive the right training and coaching, delivering exceptional customer service across all contact channels. Must have 1 year experience in a customer contact center environment, quality assurance, and training, with strong communication skills.

To ensure all Customer Experience employees receive the right level of training and coaching that allow them to deliver an exceptional customer experience through all contact channels.

Key Accountabilities

QA (70%)

Conduct regular calibration benchmarking sessions.
Ensure that professional call, email, chat message and case standards are maintained through consistent coaching.
Monitor and evaluate agent’s performance to identify areas for improvement and provide coaching and feedback to help improve performance.

Training (20%)

Prepare training materials, conduct training sessions focused on customer experience when newbies on-board, new policies…
Assess training needs and identify areas where additional training is required.
Conduct enhancement-training when having requirements from Managers and Team Leaders.

Other tasks (10%): Handling other assigned tasks from the Managers and Team Leaders.

Key Requirements

One year experience in the customer contact center environment.
One year experience working in a quality, service oriented environment.
One year experience with training/QA job. Preferably in a customer contact center.
Experience with communicating with staff from different ages.
Knowledge of NJV’s industry sectors is a preference.
Colleague/University Graduation
Planning and organizing.
Good at English

Bằng việc điền thông tin và gửi (submit) Phiếu Thông tin [ứng viên/ thành viên] này, tôi đồng ý cung cấp và cho phép Công ty TNHH Nin Sing Logistics (“Ninja Van Việt Nam”): xử lý dữ liệu cá nhân của tôi được cung cấp trong Phiếu Thông tin [ứng viên/ thành viên] này theo Thông báo bảo mật dữ liệu cá nhân tại đường dẫn: đính kèm link vào dòng này ==>Thông Báo Bảo Mật Dữ Liệu Cá Nhân Của [ứng viên/ thành viên]

- Ứng viên: https://drive.google.com/file/d/13EkEl6tldOOQqTQidJ4B-KLr5kP4g3tQ/view

- Thành viên (Nhân viên/ TTS/ CTV): https://drive.google.com/file/d/15UokJPjbmTIbBEyn2wbn3E_i5_s38QHD/view