Deliver all types of training related to frontline customer service (emails, web-chats and calls) and process product knowledge
Monitor, evaluate and score inbound calls provide feedback. Calibration sessions, employee communication sessions.
Conduct / Lead training sessions.
Partner with clients in conducting TNA, designing and developing learning content
Evaluate training results and identify opportunities
Provide operational support by resolving learning gaps affecting performance
Work on projects from end-to-end project cycles, starting at project conceptualization to implementation, and revisions
Careful scrutinizing of the details provided by the clients. Meet the Quality Standards and norms and recommend ways to improve the process based on the study conducted.
Role also involves detailed data analysis. Knowledge of different QA Tools will be an added advantage.
Achieve process SLAs, ensure process improvement and adherence to maximum QA Scores
The Candidate will also be responsible for share feedbacks through presentations in view of continuous process improvement.
Required as a part of day to day work to identify and analyze trends to ensure that potential issues are identified early and solutions provided
Able to communicate goal, approach, effort required to his team in a participative environment.
Must have:
Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Detail-oriented with a commitment to accuracy.
Proficiency in using quality monitoring and evaluation tools or software.
Ability to provide constructive feedback and coaching in a positive and supportive manner.
Familiarity with customer service metrics and KPIs.
Strong organisational and time management skills.
Nice to have:
Excellent oral and written communication skills at all levels of the organization.
Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.
Demonstrate solid presentation and facilitation skills by having the ability to speak in front of medium to large-sized groups
Dependability regarding completion of assignments and attendance.
Knowledge of blended learning/e-learning best practices
Able to work with various stakeholders in the company to gather project requirements, clarify project specifications, review and approve project outcomes
Can handle comments and feedback constructively
Able to work independently and with teams
Qualifications:
Bachelor s Degree Graduate
Has a minimum of (3+) years solid trainer experience who handled Financial Technology or Financial programs in the BPO/call center industry
